Associate Director - Strategy & Ops

Role Overview: As an Associate Director / Director of Driver Excellence, you will be responsible for leading strategic initiatives to enhance the performance, satisfaction, and retention of the driver network. Your focus will be on optimizing the driver experience through data-driven decisions, systems thinking, and collaboration with cross-functional teams. Key Responsibilities: - Lead Strategic Programs: - Design, pilot, and scale high-impact programs to improve driver performance and engagement. - Translate customer insights and market research into actionable roadmaps. - Own Metrics & Execution: - Take end-to-end ownership of key initiatives with a focus on data-backed decision-making. - Set clear goals and KPIs, build dashboards, and track progress across initiatives. - Drive continuous execution excellence across markets and teams. - Cross-functional Problem Solving: - Collaborate with Product, City Operations, Training, and Support teams to identify pain points and deliver scalable solutions. - Lead cross-functional task forces on key initiatives like onboarding, incentives, quality, and feedback loops. - Continuously Improve Systems: - Develop proactive systems for issue detection and root cause resolution. - Implement feedback loops and quality control mechanisms to enhance the driver lifecycle experience. Qualifications Required: - 5+ years of experience in high-growth startups, top-tier consulting firms, or business operations roles with increasing responsibility. - Ability to operate in ambiguous environments, lead through influence and data, and solve complex problems through structured thinking. - Hands-on approach, bias for action, and passion for operations and customer success. - Strong analytical skills and communication abilities. - A degree from a Tier-1 academic institution (IIT, IIM, ISB, BITS, etc.) is a plus but not mandatory.,