Customer Operations Officer - eMobility

Responsibilities

• Enrollment Coordination: Manage class enrollment, track learner attendance, and issue introduction letters in collaboration with driving schools and the customer experience team.
• License Management: Oversee the issuance and maturation tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs) to ensure full regulatory compliance.
• NTSA Liaison: Proactively follow up with the NTSA to ensure the timely processing and delivery of Smart Driving Licenses.
• Partner Management: Serve as the main operational contact for driving school partners through regular daily and weekly communications.
• Operational Tracking: Monitor rider enrollment metrics and coordinate with the retail team to ensure the timely issuance of driving school packages.
• Process Improvement: Identify and resolve progression bottlenecks in the customer conversion timeline.
• Customer Support: Conduct regular follow-up calls with customers to provide guidance, resolve queries, and maintain engagement during their licensing journey.
• Data Integrity: Capture, clean, and maintain accurate licensing records across all internal platforms and digital dashboards.
• Reporting: Prepare comprehensive weekly performance updates highlighting key metrics, trends, challenges, and proposed improvements.
• Field Oversight: Conduct field visits to supervise driving school program intake and ensure quality standards are met at onboarded schools.
• Compliance Support: Assist with insurance claims tracking and logbook/NTSA compliance processing as required.

Requirements

• At least 2 years of experience in an operations execution or coordination role.
• Proven experience working with third-party partners or vendors.
• Hands-on expertise in data entry, record management, and the use of reporting tools.
• Prior experience in customer care, follow-up, or front-line support roles.
• Proficiency in MS Office (Word, Excel), email platforms, and digital dashboards.
• A Bachelor's degree or Diploma in Business Administration, Operations Management, Logistics, or a related field (Equivalent professional qualifications with relevant experience will be considered).
• Familiarity with regulatory or licensing environments, specifically NTSA processes, is a distinct advantage.

How to Apply

Interested and qualified candidates are invited to apply through the official M-KOPA recruitment portal hosted on Ashby. Please visit M-KOPA Solar on jobs.ashbyhq.com to submit your application.