Operations Team Lead

Job descriptionDriver Team Management & Development (40%)Develop and manage the driver workforce based on tiered models (Station, Shift (Full-time/Part-time), FL).Set operational KPIs for each driver group and ensure performance standards (AR, FR, Ontime, CPD, churn rate).Monitor daily operational data, analyze trends to detect issues, and propose improvement initiatives.Conduct training to improve driver quality: focusing on order handling, delivery behavior, and compliance with Ahamove standards.Collaborate with OE/Product/BA teams to enhance driver management tools (app, dashboards, incentive systems).Collaborate with Central Ops to design regional and time-based driver allocation plans (peak/off-peak hours).Lead pilot projects for new models (Shift Rider, Station, EV, etc.).Recommend process improvements to reduce surge pricing and CPD while boosting productivity.Driver Community Building & Engagement (40%)Evaluate driver performance using quality metrics (rating, complaints, delay).Develop and manage the “Driver Quality Score” program to rank drivers by reliability and efficiency.Collaborate with OE/Product to establish early warning systems for high-risk drivers (low rating/high cancellation).Design targeted training programs for core, new, and underperforming drivers.Establish and manage the Ahamove Hanoi Driver Community (Driver Community HAN).Plan and execute quarterly engagement activities (offline events, recognition programs, loyalty campaigns).Launch the “Voice of Driver” feedback mechanism to gather insights regularly.Operate internal multi-channel communication systems (Zalo groups, app feed, in-app messages).Partner with Marketing to organize appreciation and engagement campaigns.Team Leadership & Coaching (20%)Lead and take full responsibility for the performance, results, and development of team members within the department.Execute tasks and projects assigned by the Department Head in alignment with departmental objectives.Job requirementBachelor’s degree or higher in Business Administration, Logistics, Transportation, Economics,…Minimum 3 years of experience in Supply or Driver Operations within logistics, on-demand, ride-hailing, or delivery platforms.Experience in designing and implementing incentive, engagement, or retention programs for driver/partner networks.Experience leading cross-functional projects with measurable outcomes. Proficient in Excel/Google Sheets (pivot tables, lookup functions, basic data modeling).Able to interpret and utilize BI dashboards (Data Studio / Power BI / Looker).Capable of translating data insights into actionable weekly, monthly, and quarterly plans.Strong ability to develop operational plans, monitor progress, control risks, and implement post-evaluation improvements.Experienced in managing a team of 5–10 members (field operations, community leads, supervisors).Excellent communication and cross-departmental coordination skills (Ops – Product – BI – BD – Marketing).Skilled in negotiation, coaching, and conflict resolution with both driver partners and internal teams.Problem-solving mindset, Data-first mindset, High sense of ownership, Collaborative spirit, Proactive and innovative.BenefitSalary: NegotiationPhysical Wellbeing Benefit: General Insurance, Medical check-up, Accident Insurance, Healthcare Insurance.Emotional Wellbeing Benefit: Company Trip, Year End Party, Aha Hour Activities, Special Day Gifts, Aha Club (Badminton, Soccer).Financial Wellbeing Benefit: Grab/Be For Work (Tech/Lead Level), Workplace Relocation, 13th Month Salary, PP Appreciate, Annual Leave Remain.