Job Title:
City Operations Manager
Location:
Delhi NCR
Experience:
2 - 5 years
🚀 About Us
We are a dynamic deep-tech startup focused on transforming the future of mobility. Our mission is to revolutionize the automotive sector by developing a comprehensive end-to-end Electric Vehicle (EV) Stack, including cutting-edge advancements in EV technology, battery systems, and infrastructure. At EMO Energy, we are committed to driving sustainable innovation and shaping a smarter, greener future for mobility.
⚡ Job Summary
Own end-to-end city operations for EMO’s electric two-wheeler fleet in Delhi, ensuring on-time deployments, high fleet uptime via fast charging infrastructure, timely collections and recovery, and strong retention of riders on the EMO platform. The role manages a field team, coordinates service partners and vendors, drives daily/weekly/monthly operating metrics, and safeguards customer and vendor relationships to achieve city P&L targets.
🎯 What You Will Do
- Daily operations: Lead city ops rhythms, route plans, issue triage, track fleet availability, resolve on-ground blockers for deployments, fast charging sessions, and service tickets. Maintain accurate shift rosters, field beat plans, and SLA adherence for turnaround and refunds where applicable.
- Team leadership: Manage and coach field executives, service coordinators, and recovery staff. Set weekly goals, conduct ride-alongs, implement performance improvement plans. Hire, train, and certify field staff on SOPs, safety, and customer interaction scripts.
- Deployments: Plan and execute daily/weekly/monthly vehicle deployments in line with demand forecasts and partner commitments; ensure documentation (KYC, agreements, onboarding) is completed and auditable. Coordinate bike readiness (PDI), accessories, SIM/IoT activation, and handover checklists.
- Service and uptime: Oversee preventive and corrective maintenance, fast charging hub operations and access, and spare parts availability to meet uptime targets. Ensure ticket SLAs and first-time fix rates. Liaise with OEM/service partners and warranty centers; track repeat faults to drive root-cause fixes.
- Collections and recovery: Ensure timely weekly/monthly payments from riders/partners with clear dunning cadence, reminders, and escalation paths and monitor DSO and overdue buckets. Lead recovery workflows for delinquent accounts, including field visits, settlement plans, and asset repossession per policy and due process.
- Vendor and partner management: Own relationships with fast charging providers, service vendors, towing/logistics providers, and spares suppliers, negotiate rates and SLAs and run QBRs. Coordinate with platform partners and enterprise customers to align deployment schedules, charging windows, and service slots.
- Rider operations and retention: Drive acquisition funnels, onboarding quality, training completion, and activation rates. Run rider engagement, incentives, and churn win-back programs. Monitor NPS/CSAT and address top pain points to improve retention on EMO’s platform.
- Metrics and reporting: Track and publish daily/weekly/monthly dashboards for deployments, active riders, fleet uptime, charging turnaround times, collections/overdues, recovery success, asset utilization, and unit economics. Run city-level reviews; present improvement plans and execute experiments to hit targets.
- Compliance and safety: Ensure KYC, documentation, asset tagging, GPS/IoT compliance, and audit readiness; enforce safety SOPs for field and riders at fast charging hubs and on-road. Maintain incident logs and corrective actions for accidents, damages, and disputes.
- Cross-functional coordination: Work with central supply/maintenance, finance (billing, collections), product/tech (app issues, IoT), and CX teams to resolve systemic issues and improve processes.
✅ What We’re Looking For
- Proven experience in rider or driver operations, onboarding, and engagement programs for mobility or platform-based businesses.
- Strong understanding of acquisition funnels, activation metrics, and training completion processes.
- Ability to design, implement, and optimize rider engagement, incentive, and churn win-back programs.
- Experience monitoring and analyzing NPS, CSAT, and other rider satisfaction metrics to identify pain points and implement improvements.
- Data-driven mindset with the ability to interpret metrics, identify trends, and take actionable steps to improve retention.
- Strong project management and cross-functional collaboration skills to work with marketing, product, and operations teams.
- Excellent communication and problem-solving skills, with a focus on creating a positive rider experience.
- Passion for mobility, EV platforms, or customer-centric technology solutions is a plus.
💻
Tools and systems
Google Workspace/Sheets, BI dashboards, field-force apps, ticketing/CRM, collections/recoverytools, and basic IoT dashboards for fleet tracking and charging alerts. Familiarity with routeplanning, geo-fencing, and telematics reporting is a plus.🏢
Work setup
Base: Delhi NCR with frequent field time at deployment hubs, fast charging sites, servicecenters, rider meet points, and partner locations and 6-day workweek.Skills: team leadership & training,compliance & safety oversight,advanced excel skills,fleet & field operations,project & process management,rider/driver operations management,data analysis & metrics tracking,rider retention & engagement,problem-solving & decision-making,vendor & partner management
