Operations Executive

Responsibilities

• Manage real-time driver dispatch, monitor live operations, resolve escalations, and ensure a seamless customer and driver experience while meeting operational KPIs.
• Oversee daily operations and act as the primary point of contact for chauffeurs and key partners.
• Build and maintain strong relationships with strategic partners.
• Coordinate with supply and account management teams to ensure seamless operations.
• Monitor chauffeur performance, attendance, and professional conduct.
• Ensure alignment with client-specific requirements and service standards.
• Handle customer and driver queries, support requests, and escalations, ensuring timely and effective resolution.
• Use Zendesk to manage, track, and resolve customer and driver support tickets while maintaining accurate records and timely follow-ups.
• Collaborate with supporting departments to generate accurate operational reports.
• Maintain and manage subscriptions according to customer demand and operational needs.

Requirements

• Bachelor's Degree.
• 2-3 years of experience in Operations, Customer Support, Driver Support, or a similar role, preferably within the Logistics, Mobility, Transportation, Ride-Hailing, or Quick Commerce industry.
• Hands-on experience working with Zendesk is mandatory.
• Strong experience in handling support tickets, customer/driver queries, escalations, and issue resolution through Zendesk.
• Experience in live driver dispatch, route planning, driver allocation, shift operations, incident management, driver support, customer service, or fleet coordination.
• Excellent written and verbal communication, presentation, and interpersonal skills.
• Strong sense of initiative and customer service orientation.
• Ability to adapt and achieve targets in a dynamic, fast-paced working environment.
• Experience with online marketplaces is desirable.
• A keen interest in the Transportation / Mobility industry.

Preferred Industries

• Ride-Hailing
• Quick Commerce
• Logistics
• Last-Mile Delivery
• Fleet Management
• Mobility
• Transportation