Ride Services Manager
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Key skills for this role
Role Overview
The employer is seeking a Ride Services Manager to oversee operational performance, service quality, customer experience, safety, and continuous improvement for ride-based mobility services.
The role covers ride-hailing, scheduled transportation, corporate mobility, chauffeur services, shared mobility, and other on-demand transportation models.
Key Skills for This Role
Full Job Posting
Role overview
The employer is seeking a Ride Services Manager to oversee operational performance, service quality, customer experience, safety, and continuous improvement for ride-based mobility services.
The role covers ride-hailing, scheduled transportation, corporate mobility, chauffeur services, shared mobility, and other on-demand transportation models.
Work arrangement
- Location is stated as United Arab Emirates with a fully remote work arrangement.
- The posting states full-time employment.
Core responsibilities
- Develop ride-services strategies and manage daily performance across assigned markets and service areas.
- Monitor demand, supply, driver capacity, trip fulfillment, wait times, cancellations, service coverage, and reliability.
- Coordinate drivers, fleet partners, customer support, safety, commercial teams, technology teams, and external stakeholders.
- Set operating standards for pickups, drop-offs, driver conduct, vehicle condition, and customer service.
- Manage partner requirements, service-level agreements, performance reviews, escalations, and improvement plans.
- Oversee driver readiness, safety practices, incident investigations, regulatory compliance, vehicle readiness, and maintenance coordination.
- Improve booking, dispatch, routing, driver applications, customer systems, payments, and operational incident resolution.
- Analyze customer feedback, complaints, ratings, reviews, and service-quality data to improve satisfaction and retention.
- Support pricing, promotions, incentives, dynamic pricing, supply-demand balancing, and targeted service programs.
- Lead service operations during major events, holidays, weather disruptions, shortages, outages, and demand spikes.
- Manage budgets, forecasts, staffing plans, partner capacity, costs, margins, dashboards, reports, and continuous-improvement initiatives.
Candidate capabilities
- Strong experience in ride-hailing, transportation operations, mobility services, fleet management, chauffeur services, shared mobility, logistics, or technology-enabled transportation.
- Strong understanding of ride-service operations, on-demand transportation, dispatch, trip fulfillment, and service optimization.
- Experience with operational KPIs, performance improvement plans, partner management, safety, regulatory requirements, and incident management.
- Experience with forecasting, capacity planning, operational budgeting, mobility technology platforms, and data-driven decision-making.
- Strong project-management, negotiation, communication, and stakeholder-management skills.
- Experience working with international and distributed teams and willingness to travel periodically.
Ideal candidate
- The candidate should have experience managing drivers, fleet partners, transportation providers, or mobility operators.
- The candidate should demonstrate customer-focused service-quality management and strong attention to service reliability.
- The candidate should be able to manage multiple priorities in a fast-paced operating environment.
Performance indicators
KPIs include completed rides, fulfillment, acceptance, availability, supply-demand balance, pickup and wait times, cancellations, utilization, coverage, and reliability.
Additional KPIs include customer and driver ratings, complaint resolution, safety incidents, vehicle readiness, partner SLA performance, retention, cost per ride, margin, revenue, and technology incident rate.
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