Operations Team Lead
$9000 per hourManagement Solutions International MSI
Job Title: Operations Team Lead — Driver Supply & Field Operations
Department: Operations
Location: Doha, Qatar
Employment Type: Full-Time
Reports To: Head of Operations
Role Overview
We are seeking a results-driven Operations Team Lead to take full accountability for driver supply performance, field operations, and driver behavioral management across our mobility platform. Based in Doha, Qatar, you will own the reduction of No-Driver-Found (NDF) rates, manage fleet and partner relationships, optimize driver referral programs, and lead driver engagement strategies.
Working closely with cross-functional Data, CRM, and Marketing teams, you will combine field intelligence with marketplace data to propose targeted incentive campaigns, manage supply gaps, and ensure high operational standards across all markets.
Key Responsibilities
Driver Supply & NDF Reduction: Hold full accountability for driver supply health and NDF metrics; deploy targeted incentive strategies, adjust zone coverage, and resolve supply gaps dynamically.
Driver Behavioral Management: Act as the operational decision-maker for driver quality, addressing customer complaints, safety issues, and policy violations through coaching, warnings, or deactivations.
Incentive Campaigns & Referral Programs: Propose, monitor, and evaluate driver incentive campaigns and referral schemes; collaborate with CRM specialists to align campaign communications across messaging channels (e.g., Braze, WATI).
Fleet & Field Operations: Oversee fleet partner relationships, deploy field marshals for key events/hubs (including airports and major venues), and manage new driver onboarding and vehicle verification.
Competitor Intelligence & Pricing: Analyze competitor pricing trends and marketplace dynamics to recommend real-time hourly pricing adjustments to leadership.
Reporting & Governance: Present weekly supply performance reviews, maintain driver issue logs, and ensure all incentive spend strictly aligns with approved operational budgets.
Qualifications & Requirements
Experience: 5+ years in operations, field management, or driver supply/fleet management—preferably in ride-hailing, mobility, or high-frequency on-demand platforms.
Data Literacy & CRM Exposure: Proven ability to analyze supply dashboards, interpret pricing data, and utilize engagement tools (familiarity with WATI and Braze preferred).
Language Skills: Bilingual (Arabic & English) communication skills are required for driver engagement, training, and operational coordination.
Core Competencies: Strong leadership, commercial acumen, conflict resolution skills, and experience executing driver referral and retention schemes.
Education: Bachelor's degree in Business, Operations Management, or a related field.
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