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 for engaging, onboarding, retaining, and maximizing earnings for couriers to enhance their experience and ensure operational dependability.
Work in close partnership with Community Operations, Safety, Merchant Operations, and Product teams to identify and resolve operational challenges, ultimately enhancing overall platform quality.
Analyze operational trends to identify opportunities for enhancement, then develop data-driven recommendations aimed at optimizing incentive structures, minimizing delivery friction, and elevating overall customer satisfaction levels.
Perform fieldwork and collaborate closely with courier partners to assess real-time operational challenges and pinpoint scalable enhancements for improved efficiency.
Oversee diverse stakeholder engagements encompassing EMEA Central Operations, Scaled Operations teams, local SSA operations, and commercial teams.
What You’ll Need
With a minimum of two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations within a high-paced setting, you bring a proven track record of driving efficiency and strategic decision-making in dynamic environments.
Demonstrates exceptional analytical and problem-solving capabilities, coupled with proficiency in Excel and Google Sheets; adept at evaluating operational metrics and converting findings into strategic action.
Exceptional stakeholder management and communication abilities, demonstrated by effectively collaborating across diverse teams such as support, policy, merchant, and city operations.
Preferred Qualifications include a bachelor’s degree in computer science, engineering, or a related field, with a minimum of 3 years of experience in software development. Proficiency in programming languages such as Java, Python, or C++ is required, along with experience in database management and API development. Familiarity with cloud platforms like AWS or Azure, as well as containerization tools like Docker and Kubernetes, is highly desirable. Strong problem-solving skills and the ability to work collaboratively in a team environment are essential. Additionally, experience with Agile methodologies and version control systems like Git is preferred.
Professional candidates should possess hands-on experience within Kenya’s mobility, logistics, e-commerce, food delivery, or boda sector, alongside a deep comprehension of last-mile operational challenges.
Proficiency in SQL coupled with hands-on experience in data visualization platforms like Tableau or Looker to inform operational decision-making is required.
Proven track record of spearheading operational enhancement initiatives, managing field operations, or engaging courier/driver teams at scale.
An entrepreneurial spirit is essential, enabling you to flourish amid uncertainty, act decisively, and seamlessly integrate strategic vision with practical implementation.
Qualifications
BA/BSc/HND
Experience Required
2 years
