What You’ll Do
Monitor and enhance key performance indicators across the courier marketplace, such as online availability, order completion success rates, cancellation incidents, courier availability, and delivery performance metrics.
Design and implement strategies to engage, onboard, and retain couriers, while optimizing their earnings to enhance 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 overall platform quality.
Analyze operational trends to identify opportunities for enhancement, then develop data-driven recommendations aimed at optimizing incentives, minimizing delivery friction, and elevating overall customer satisfaction.
Engage directly with courier partners in the field to analyze operational challenges and uncover scalable improvements for enhanced efficiency.
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
Seeking candidates with a minimum of two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations within a dynamic and fast-paced setting.
Analytical thinking and problem-solving proficiency are essential, along with hands-on experience using Excel or Google Sheets. Aptitude for interpreting operational metrics and converting those insights into actionable strategies is also required.
Strong stakeholder management and communication abilities, demonstrated through effective cross-functional collaboration with support, policy, merchant, and city operations teams.
Highly desirable qualifications include a Bachelor’s degree in a relevant field, such as Computer Science, Engineering, or Mathematics, or equivalent practical experience. Familiarity with programming languages like Python, Java, or C++ is strongly preferred. Prior to work experience in software development, data analysis, or a related technical discipline is beneficial. Knowledge of cloud platforms (e.g., AWS, Azure, or GCP) and DevOps practices is a plus. Excellent problem-solving skills and the ability to collaborate effectively in a team environment are essential. Familiarity with agile methodologies and version control systems (e.g., Git) is also advantageous.
A proven track record within Kenya’s mobility, logistics, e-commerce, food delivery, or boda sectors, coupled with an in-depth comprehension of last-mile operational challenges.
Proven expertise in SQL coupled with hands-on experience leveraging data visualization platforms like Tableau or Looker to inform and enhance operational decision-making processes.
Proven track record in spearheading operational enhancement projects, managing expansive field operations, or developing large-scale courier/driver engagement programs.
Individuals must exhibit an entrepreneurial mindset, characterized by the capacity to excel amidst uncertainty, act decisively, and harmonize long-term strategic planning with practical, day-to-day implementation.
Qualifications
BA/BSc/HND
Experience Required
2 years
