What You’ll Do
Monitor and enhance key performance indicators of the courier marketplace, such as online availability hours, order fulfillment success rates, cancellation occurrences, courier availability levels, and delivery performance metrics.
Design and implement strategic initiatives aimed at engaging, onboarding, retaining, and maximizing the earnings of couriers, ultimately enhancing both their experience and the reliability of operations.
Collaborate effectively with Community Operations, Safety, Merchant Operations, and Product teams to address operational challenges and enhance platform quality.
Conduct in-depth evaluations of operational trends to develop data-backed recommendations that enhance incentive structures, minimize delivery inefficiencies, and elevate overall customer satisfaction.
Conduct field research and collaborate closely with courier partners to assess real-world operational challenges and uncover scalable enhancements to optimize efficiency.
Oversee a diverse portfolio of stakeholder engagements, collaborating closely with EMEA Central Operations and Scaled Operations teams, as well as local SSA operations and commercial teams.
What You’ll Need
Seeking candidates with a minimum of two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations, preferably within a dynamic and high-pressure setting.
Proven analytical and problem-solving capabilities, with proficiency in Excel and Google Sheets; adept at interpreting operational metrics and converting insights into strategic actions.
Exceptional stakeholder engagement and communication abilities, demonstrated through seamless collaboration with diverse teams including support, policy, merchant, and city operations.
Seeking candidates with the following preferred qualifications: a minimum of three years of relevant experience in a similar role, proficiency in project management software such as Asana or Trello, and a bachelor’s degree in a related field. Strong analytical skills and the ability to work independently while meeting deadlines are essential, as is familiarity with industry regulations and compliance standards. Additional advantages include prior experience in a leadership position and certifications in project management methodologies like Agile or Scrum. Exceptional communication skills, both written and verbal, are also highly valued.
Individuals should possess hands-on experience within Kenya’s mobility, logistics, e-commerce, food delivery, or boda sectors, complemented by a deep comprehension of the practical challenges associated with last-mile operations.
Proven ability in SQL coupled with hands-on experience leveraging data visualization platforms like Tableau or Looker to inform strategic operational choices is required.
Proven track record in spearheading operational enhancement initiatives, managing large-scale field operations, or engaging courier/driver teams effectively.
Entrepreneurial mindset required, with a capacity to excel amidst uncertainty, move with agility, and harmonize long-term strategic vision with practical, day-to-day implementation.
Qualifications
BA/BSc/HND
Experience Required
2 years
