Ride Hailing Operations Manager

Ride-Hailing Operations ManagerJob Title: Ride-Hailing Operations ManagerDepartment: Operations & MobilityReports To: Chief Operations Officer (COO) / Managing DirectorLocation: Addis Ababa, EthiopiaJob SummaryThe Ride-Hailing Operations Manager is responsible for leading the daily execution and strategic operational growth of the ride-hailing platform. This role balances market supply (drivers) and demand (riders), optimizes platform performance metrics, manages operational costs, and ensures compliance with city transport regulations.Key Responsibilities

• Platform Operations & Strategy: Monitor real-time platform metrics (completion rates, cancellation rates, average pickup times, peak-hour supply distribution) and implement corrective actions.
• Supply & Demand Balancing: Oversee pricing structures, surge mechanisms, and promotional incentives to maintain balance across key zones and times.
• Performance & SLA Monitoring: Track operational SLAs across rider support, driver dispatch, and incident resolution.
• Regulatory & Government Relations: Ensure full platform compliance with the Addis Ababa Traffic Management Authority and relevant municipal transport regulations.
• Cross-Functional Collaboration: Partner with engineering, marketing, and customer support teams to resolve app issues and roll out new product features.