Operations Specialist

Responsibilities

• Driver Acquisition & Funnel Management: Own and manage the end-to-end driver acquisition funnel from lead generation to activation and active driver performance.
• Growth Initiatives: Drive driver growth through scout programs, referrals, and other acquisition channels to meet specific supply targets.
• Onboarding Optimization: Improve the onboarding experience through Driver Engagement Centres (DEC), clinics, and efficient compliance processes.
• Performance Monitoring: Monitor and improve activation quality and early retention metrics (7-day and 30-day retention).
• Process Improvement: Identify and resolve bottlenecks across onboarding, compliance, and activation workflows.
• Marketplace Dynamics: Ensure marketplace balance by collaborating closely with Marketplace teams on supply-demand dynamics and running targeted initiatives to drive demand at the city level.
• Expansion Support: Support expansion into new and secondary cities by building and executing structured growth plans.
• Data Analysis & Reporting: Monitor, analyse, and report on key performance metrics across driver growth and city performance, translating insights into prioritised execution plans.
• Cross-functional Collaboration: Work with Marketplace, Driver Engagement, and Rider teams to drive overall performance.

Requirements

• Education: BA/BSc/HND degree.
• Professional Experience: 3–5 years of experience in operations, logistics, mobility, or marketplace businesses.
• Technical Skills: Strong analytical skills with proficiency in Excel/Google Sheets and performance dashboards.
• Mindset: A strong execution mindset with the ability to balance fieldwork and analytical tasks; comfortable working in ambiguous, fast-paced environments.
• Communication: Confident communicator capable of collaborating with field teams and cross-functional stakeholders.
• Market Knowledge: Experience in Kenya or similar markets is an added advantage.
• Industry Interest: A strong interest in mobility, marketplace growth, and solving real-world operational challenges.