Operations Manager – Drivers and Riders (Limousine and Delivery Business)

About Moove

Moove is building the world’s largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue based financing model, enabling underserved mobility entrepreneurs to thrive.

Moove’s growth has been fuelled by its global Uber partnership and support of leading investors and lenders, including Uber, Mubadala, BlackRock, MUFG, and many others. With operations now spanning 19 cities across 6 continents - Africa, Asia, Europe, North America, South America, and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders, including Waymo and Uber. Moove is transforming mobility to make it safer, more efficient and accessible to all, while providing economic opportunities and supporting skills development in the mobility sector.

What You’ll Be Doing

Customer Service Management

• Lead the Customer Service (CS) team to deliver timely, professional, and empathetic support to drivers.
• Develop and implement customer service processes to resolve driver issues, escalations, and complaints.
• Monitor key service metrics (response time, resolution rate, driver satisfaction) and drive continuous improvement.
• Ensure compliance with UAE labor laws, visa/renewal processes, RTA regulations, and Moove policies in all driver-related interactions.
  
  

Driver Onboarding & Engagement

• Oversee the full driver onboarding process including documentation, RTA licensing, background checks, and platform activation.
• Conduct orientation sessions to familiarize drivers with Moove policies, vehicle usage, telematics, and Uber/Careem guidelines.
• Ensure smooth transition of new drivers into operations and performance alignment within the first 30 days.
• Design and implement driver engagement programs to enhance retention, morale, and productivity.
  
  

Operational Excellence

• Collaborate with Fleet, Finance, and Ops teams to ensure seamless communication and issue resolution.
• Track driver performance, flag underperformance, and coordinate action plans with Operations.
• Manage CS & onboarding reports, highlighting key trends, challenges, and improvements to leadership.
• Leverage technology solutions (CRM, telematics dashboards, onboarding tools) to streamline processes.
  
  

Leadership & Team Development

• Train, coach, and mentor the CS & onboarding team to deliver consistently high performance.
• Foster a culture of empathy, accountability, and excellence in customer and driver interactions.
• Act as the escalation point for complex driver cases and ensure timely resolution.
  
  

What You Will Need For This Position

• Bachelor’s degree in Business Administration, Operations, or related field.
• 5+ years of experience in Customer Service and/or Driver Onboarding, preferably within the limousine, ride-hailing, fleet, or mobility sector.
• Strong knowledge of UAE labor law, visa/renewal policies, and RTA limousine regulations.
• Excellent communication, conflict resolution, and problem-solving skills.
• Experience managing teams in a fast-paced operational environment.
• Proficiency in CRM systems (HubSpot, Zendesk, etc.), MS Office Suite, and Google Sheets.
  
  

Who You'll Be Working with:

Directly reporting to our Country Manager, and closely working with our Operations Team.

About The Team

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.