What You’ll Do
Monitor and enhance key performance indicators for the courier marketplace, such as online availability, order fulfillment success rates, cancellation rates, courier availability, and delivery performance metrics.
Design and implement strategies to engage, onboard, and retain couriers while optimizing their earnings, with the goal of enhancing both courier satisfaction and operational dependability.
Work collaboratively with the Community Operations, Safety, Merchant Operations, and Product teams to identify and address operational challenges, ultimately enhancing overall platform quality.
Conduct in-depth evaluations of operational trends to develop data-backed recommendations aimed at enhancing incentive structures, minimizing delivery inefficiencies, and elevating overall customer satisfaction levels.
Conduct on-site fieldwork and collaborate closely with courier partners to assess real-world operational challenges and uncover scalable opportunities for process enhancement.
Oversee a diverse network of stakeholder relationships spanning EMEA Central Operations, Scaled Operations teams, local SSA operations teams, and commercial teams.
What You’ll Need
Seeking a candidate with at least two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations within a dynamic, high-paced setting.
Analytical prowess and adept problem-solving capabilities are required, along with proficiency in Excel and Google Sheets; candidates must be skilled at interpreting operational metrics and converting insights into practical actions.
Skilled in cultivating strong relationships with stakeholders and delivering clear, concise communication across diverse teams, including support, policy, merchant, and city operations.
Preferred qualifications include a Bachelor’s degree in a relevant field, such as Business Administration, Finance, or Economics, along with a minimum of three years of progressive experience in a related role. Proficiency in financial modeling, data analysis, and advanced Excel skills is essential, along with familiarity with ERP systems and business intelligence tools. Strong analytical thinking, problem-solving abilities, and excellent communication skills are required to collaborate effectively across teams and present insights to stakeholders. Candidates should demonstrate a track record of driving process improvements and achieving measurable results in previous positions.
Professional candidates will bring hands-on experience within Kenya’s mobility, logistics, e-commerce, food delivery, or boda ecosystems, complemented by a deep grasp of the practical challenges inherent to last-mile operations.
SQL proficiency and experience using data visualization tools such as Tableau or Looker to drive operational decisions.
Proven track record of successfully spearheading operational enhancement initiatives, field operations, or large-scale courier/driver engagement programs.
Entrepreneurial mindset with the ability to thrive in ambiguity, execute quickly, and balance strategic thinking with hands-on operational execution.
Qualifications
BA/BSc/HND
Experience Required
2 years
