Operations Lead

As an Operations Lead at Sweater, you will be responsible for managing and leading the Sweater Control and Operations Team. This team plays a critical role in addressing on-ground operational issues, including those faced by bikers during their service hours. You will also coordinate with the Customer Service Team and other key stakeholders to ensure smooth operations and optimal service delivery. Additionally, you will oversee dynamic pricing decisions throughout the day to ensure competitive and profitable service offerings.

Key Responsibilities:

Team Management:

• Lead, mentor, and manage a team of 8 members in the Control/Dispatching and Operations Team.
• Ensure team members are well-trained and equipped to handle their responsibilities effectively.
• Conduct regular performance reviews, set goals, and provide feedback to team members.

Operations/Dispatching Management:

• Manage the dispatching of the bikers across the zones of the cities and maintain the supply-demand balance
• Manage bikers bookings' schedule's, off days and working shifts.
• Responsible for minimizing the bookings cancelations due to bikers and operating companies reasons.
• Plays critical role in identifying the low performer bikers and enroll them in the monthly Bar Raising Program.
• Responsible for enabling the enrollment of new bikers and assure a smooth on boarding process in coordination with the supply and logistics teams.
• Responsible for re-allocating bikers between the zones in accordance with different circumstances such us bikers churn and supply-demand imbalance.
• Address and resolve on-ground operational issues faced by bikers, including service-related challenges and incidents.
• Coordinate with on-ground operating companies' supervisors to ensure timely and effective resolution of issues.
• Collaborate with the Quality/Customers Service/Supply teams, to maintain high service standards and implement improvements.
• Responsible for designing the zones of the cities that maintain the supply-demand balance, and take into account the demand density across the cities

Cross-Functional Coordination:

• Act as the primary liaison between the Control and Operations Team and other departments, including the Customer Service Team, Supply Team, Product team, Technology team, and Quality Team, as well as external stakeholders such as operating companies, B2B and B2G entities.
• Facilitate communication and information flow between departments to ensure cohesive operations.

Dynamic Pricing/On Demand Booking Management:

• Lead the decision-making process for dynamic pricing throughout the day, analyzing market trends and operational data.
• Adjust pricing strategies to optimize revenue and maintain competitiveness in the market.

Reporting and Analysis:

• Monitor and analyze key performance indicators (KPIs) related to operations.
• Prepare and present regular reports on team performance, operational issues, and pricing strategies to senior management.

Process Improvement:

• Identify opportunities for process improvements and implement best practices to enhance operational efficiency.
• Collaborate with other teams to streamline processes and resolve any cross-functional issues.