What You’ll Do
Monitor and enhance key performance indicators of the courier marketplace, such as online hours, order fulfillment rates, cancellation rates, courier supply availability, and delivery efficiency.
Design and implement strategies to engage, onboard, and retain couriers while maximizing their earnings potential, ultimately enhancing both the courier experience and operational efficiency.
Collaborate effectively with Community Operations, Safety, Merchant Operations, and Product teams to identify and address operational challenges, ultimately enhancing overall platform quality.
Conduct in-depth assessments of operational performance to identify key trends, then develop strategic, data-backed recommendations aimed at enhancing incentive structures, streamlining delivery processes, and elevating overall customer satisfaction levels.
Perform on-site assessments and collaborate closely with courier partners to evaluate real-world operational challenges and determine viable, scalable improvements.
Oversee a diverse portfolio of stakeholder relationships, encompassing EMEA Central Operations, Scaled Operations teams, local SSA operations teams, and commercial teams.
What You’ll Need
With at least two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations—preferably in a high-paced setting—you will bring a strong foundation to our team.
Proficiency in analyzing data and resolving complex issues, coupled with hands-on experience leveraging Excel or Google Sheets to evaluate operational metrics and derive meaningful insights.
Skilled in effectively managing stakeholder relationships and delivering clear, concise communication, with proven expertise in collaborating across diverse teams, including support, policy, merchant, and city operations.
Preferred Qualifications include a minimum of 5 years of relevant experience, a bachelor’s degree in a related field, and proficiency in industry-specific software. Candidates should demonstrate strong analytical skills, excellent communication abilities, and a proven track record in project management. Familiarity with regulatory compliance and a commitment to continuous learning are also highly valued. Additionally, experience in cross-functional collaboration and a passion for innovation are desirable traits.
Proficiency in Kenya’s mobility, logistics, e-commerce, food delivery, or boda sectors, coupled with a deep comprehension of last-mile operational challenges, is essential.
Proven expertise in SQL coupled with hands-on experience in data visualization platforms like Tableau or Looker, enabling data-driven operational decisions.
Accomplished in leading large-scale operational improvement initiatives, overseeing field operations, or managing driver engagement programs with proven success.
Entrepreneurial individuals who excel in ambiguous environments, demonstrate agility in rapid execution, and effectively align strategic vision with practical, hands-on implementation will thrive in this role.
Qualifications
BA/BSc/HND
Experience Required
2 years
