Operations Manager

Job Responsible:

The Operations is responsible for overseeing the daily operations of the taxi service, ensuring efficient dispatch, driver performance, vehicle availability, and adherence to company policies and safety regulations. This role focuses on optimizing operational workflows, improving service quality, and supporting business objectives by leading a team of drivers and administrative staff.

Key Responsibilities:

Daily Operations Management

• Supervise dispatching of taxis to ensure timely and efficient customer service.
• Monitor vehicle schedules, routes, and driver assignments to maximize fleet utilization.
• Ensure compliance with traffic, safety, and company regulations.

Driver & Staff Supervision

• Manage, coach, and evaluate drivers and operations staff performance.
• Conduct regular driver meetings and training sessions to reinforce policies and improve service quality.
• Address disciplinary issues, resolve conflicts, and maintain high morale among team members.

Fleet & Resource Coordination

• Coordinate vehicle maintenance schedules and ensure all units are roadworthy.
• Report breakdowns, incidents, and accidents promptly and recommend preventive measures.

Customer Service & Issue Resolution

• Respond to customer complaints and resolve issues in a professional and timely manner.
• Work with customer service team to improve rider satisfaction and service ratings.

Reporting & Process Improvement

• Prepare daily, weekly, and monthly operational reports for management review.
• Analyze operational data and suggest improvements to increase efficiency and reduce costs.
• Support management in implementing new systems, policies, or technology solutions.

Qualifications:

• Bachelor’s degree in Business Administration, Transportation Management, or related field (preferred).
• 3+ years of experience in operations, transportation, or fleet management (taxi or ride-hailing industry experience is an advantage).
• Strong leadership, team management, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficient in MS Office (Excel, Word, PowerPoint); experience with dispatch or fleet management software is a plus.
• Knowledge of local traffic laws, safety standards, and transport compliance requirements.
• Ability to work under pressure, handle multiple priorities, and make quick operational decisions.
• Problem-Solving and Analytical Skills
• Technical Skills
• Leadership and Management Skills
• Supervisory
• Project Management Tools