Director of Ride Hailing Operations

Founded in 2018, Marti is Türkiye’s leading mobility app, offering multiple transportation services to its riders. Marti operates a ride-hailing service that matches riders with car, motorcycle, and taxi drivers, and operates a large fleet of rental e-mopeds, e-bikes, and e-scooters. All of Marti’s offerings are serviced by proprietary software systems and IoT infrastructure.Marti's vision is that everything on wheels will be electric and everything electric will be shareable. Since 2019, we have experienced significant growth and maintained robust unit economics year-round. Our goal is to expand our urban transportation services, introduce new environmentally sustainable and shared mobility options, and leverage our existing scale and customer base to offer technology-enabled services beyond transportation. By pursuing sustainable growth, we strive to positively impact the communities we serve and make a meaningful impact on the future of mobility.Marti invites applications from dynamic, innovative and highly motivated candidates for the following position;Role SummaryThe Director of Ride Hailing Operations will lead all executional aspects of the company’s ride-hailing operations — from city-level teams and driver lifecycle processes to central contact center, quality, and community engagement functions. This role focuses on operational excellence, consistency, and efficiency across all regions.The ideal candidate is a strong executor and people leader who can balance field realities with scalable systems. They will ensure smooth daily operations, rapid driver growth, and consistent service quality across every city.Key Responsibilities1. Local Operations LeadershipLead and mentor city operations teams across all regions to ensure consistent daily execution.Establish clear routines, KPIs, and reporting mechanisms to track city performance (active drivers, service quality, compliance).Collaborate closely with HQ teams (Business Strategy & Performance, Technology, Marketing, Growth, Legal, Finance) to enable localized implementation of national initiatives.Ensure operational readiness and process alignment during new city launches or expansions.2. Central Operations OversightOversee central operations units including Driver Support, Onboarding & Offboarding, Safety, Quality, and Compliance.Drive cross-team coordination between central support and local execution.Optimize workflows and communication channels between cities and HQ.3. Driver Lifecycle ManagementOwn the entire driver journey — onboarding, engagement, quality control, compliance, and retention.Ensure uniform standards and policies across cities.Build scalable processes that improve driver activation speed, satisfaction, and long-term engagement.4. Driver Community & EngagementGuide the Driver Community & Events team to strengthen engagement through campaigns, loyalty programs, and communication content.Foster a two-way feedback culture: gather insights from drivers and feed them back into operations and product teams.5. Contact Center & Customer SupportOversee contact center and support operations, ensuring fast, empathetic, and efficient resolution of driver and rider issues.Define SLAs, monitor performance dashboards, and lead continuous improvement programs.Implement training and tools that improve first-contact resolution and satisfaction.QualificationsBachelor’s degree in Business, Operations Management, or related field; MBA a plus.15+ years of experience in mobility, logistics, or on-demand platforms.Proven leadership of large, multi-functional ops teams (both field and HQ).Strong understanding of driver operations, service quality, and community engagement.Excellent communication, stakeholder alignment, and decision-making under pressure.Fluency in English; additional local languages are an advantage.Preferred AttributesEntrepreneurial and hands-on mindset — willing to dive into field issues when needed.Experience with CRM, customer support, and operational tracking systems.Passion for mobility, double sided marketplace dynamics, and scaling execution at speed.What We OfferA key leadership role in a high-growth mobility startup.Opportunity to shape the operational strategy of a fast-scaling business.A dynamic and inclusive work culture focused on innovation and impact.