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Manager, Operations (Ride-Hailing)
TADA Mobility (Singapore) Pte Ltd.
Posted on 2025-05-07
Not Specified
0 year(s) work experience
Job Highlight
Job Description
- Refine SLAs between the Social Customer Care team and cross-functional departments by liaising with key POCs across the organization; accountable for redefining escalation processes and planning, with a focus on crisis management.
- Embody the TADA tone of voice and ensure consistency across all customer service communications, including social media channels.
- Position customer care as a competitive differentiator by consistently exceeding customer expectations across all direct and indirect interaction channels.
- Provide leadership, development, and coaching for team members; actively engage in their growth to ensure performance metrics are achieved.
- Prepare reports by collecting, analyzing, and summarizing operational data and trends to support informed decision-making.
- Prepare and monitor budgets by gathering, organizing, and analyzing relevant financial information.
- Drive project success by clearly communicating and coordinating requirements across stakeholders.
- Improve and streamline driver sign-up processes, including document verification, communication with drivers regarding incomplete submissions, and timely notification of application results.
- Plan and execute driver communications through various channels such as EDMs, SMS, and video tutorials.
- Clearly communicate performance expectations, collaborate with staff to set aligned goals, and provide support to achieve them.
- Maintain a wide network of internal relationships with staff, department leaders, and key stakeholders.
- Continuously suggest and implement initiatives to enhance operational efficiency.
- Take ownership of complex situations and work towards finding the most optimal and effective resolutions.
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| Work Location | Not Specified |
About company
TADA Mobility (Singapore) Pte Ltd.