Head - Driver Operations

Role: Head of Driver Operations

Location: Bengaluru, HO

Reports to: COO

Experience: 12-15 years (gig / blue-collar workforce management)

The operations Head owns end-to-end driver supply for 4-wheeler EV corporate fleet: recruiting drivers at scale, building and managing the vendor ecosystem that feeds that pipeline, and running the compensation, engagement, and retention programs that keep drivers on the platform. This is a mission-critical, P&L-linked role success is measured in driver availability, cost per driver, and retention, not just headcount. You will design compensation and incentive structures, lead large-scale hiring and vendor partnerships, improve retention metrics, and build the scalable systems needed to support multi-city expansion.

1. Driver Hiring & Onboarding at Volume:

- Own the end-to-end driver acquisition strategy and execute it at scale across cities

- Build and diversify sourcing channels: field hiring, referrals, digital platforms, and vendor-sourced supply

- Ensure fast, compliant onboarding documentation, background checks, licensing, and training

- Own hiring funnel metrics end-to-end: cost per hire, turnaround time (TAT), and joining ratio

2. Vendor & Sourcing Partner Management:

- Identify, onboard, and manage driver-sourcing and fleet vendor partners across markets

- Negotiate commercial terms, SLAs, and payout structures with vendors; own the vendor P&L

- Set and monitor vendor performance scorecards fill rate, quality of hire, compliance, TAT

- Build a scalable, multi-vendor supply model to de-risk driver availability during expansion

- Resolve vendor escalations and drive continuous improvement through structured reviews

3. Compensation & Incentive Design:

- Design competitive, sustainable driver compensation models

- Structure incentive programs linked to utilization, safety, and service SLAs

- Monitor payout accuracy and transparency

- Balance driver earnings satisfaction with company unit economics

4. Retention & Engagement:

- Own driver retention as a core KPI build structured programs to reduce attrition

- Implement engagement initiatives and grievance redressal mechanisms

- Analyze attrition drivers by cohort and city; implement corrective, data-backed actions

- Build loyalty, recognition, and long-tenure incentive frameworks

5. Performance & Productivity Management:

- Monitor driver utilization, attendance, and compliance metrics

- Improve fleet uptime through proactive supply and vendor management

- Collaborate with Operations and City Heads to meet SLA targets

6. Process & Systems:

- Implement data-driven dashboards for supply and vendor performance tracking

- Standardize SOPs for hiring, vendor management, and payouts across cities

- Leverage technology to automate payouts and attendance tracking

Key Metrics (KPIs):

- Driver hiring TAT & cost per hire

- Driver attrition rate

- Vendor fill rate & vendor cost per driver

- Utilization & trip fulfillment rate

- Incentive cost vs. revenue benchmarks

- Driver satisfaction scores

Qualification & Experience:

- Any graduate/PG from a reputed A/B-Class institute

- 12-15 years of experience in gig workforce management, or large blue-collar workforce handling

- Proven experience managing a 500+ driver base, preferred

- Strong background in vendor management, compensation structuring, and retention strategy

Skills & Competencies:

- Strong analytical and data-driven decision-making ability

- Deep understanding of blue-collar and gig workforce dynamics

- Vendor negotiation, contracting, and stakeholder management skills

- Strong operational execution capability

- Ability to scale processes in a high-growth, multi-city environment