Operations Manager

We are seeking a highly organized and proactive Operations Manager to oversee the full lifecycle of our rental car business from offshore. This individual will act as the central coordinator between internal teams, customers, and vendors, ensuring seamless operations, optimized performance, and maximum profitability.

The ideal candidate is detail-oriented, process-driven, and tech-savvy with experience managing distributed teams and implementing automation for operational efficiency.

Key Responsibilities

1. Team Coordination & Oversight

• Manage and align all offshore and onshore teams to ensure smooth day-to-day operations.

• Hold daily/weekly check-ins with department leads (Digital Marketing, Sales, Onboarding, Payments, Collections, Customer Service, IT, etc.).

• Establish KPIs for each department and track performance regularly.

2. Business Growth Support

• Digital Marketing: Coordinate campaigns to acquire customers and drivers, monitor ROI, and ensure leads are fed into the sales funnel.

• Sales & Recruitment: Work with the sales team to recruit new drivers, ensuring they meet compliance and performance standards.

• Customer Retention: Oversee loyalty programs, proactive communication, and quick resolution of complaints to minimize churn.

3. Driver & Customer Lifecycle Management

• Onboarding: Ensure drivers are vetted, trained, and set up with vehicles quickly.

• Customer Communication: Monitor all inbound/outbound communications (calls, WhatsApp, emails) to ensure timely responses.

• Collections & Payments: Oversee rent collection, manage overdue accounts, and escalate recovery when necessary.

4. Fleet & Maintenance Management

• Repairs & Maintenance: Coordinate with vendors and in-house teams to ensure vehicles are road-ready, minimizing downtime.

• Insurance: Track policy renewals and ensure compliance.

• Recovery & Claims: Manage repossessions, accident claims, and recovery from churned or delinquent customers.

• Vendor Relations: Maintain strong relationships with garages, tow services, parts suppliers, and insurers.

5. Financial Oversight

• Ensure accurate and timely disbursement of payments to drivers, vendors, and other stakeholders.

• Approve expenses, monitor budgets, and create reports for management.

• Coordinate with finance for profit/loss visibility across all operational streams.

6. Technology & Process Improvement

• Automation: Identify repetitive processes that can be automated, working with IT to implement solutions.

• System Monitoring: Ensure CRM, fleet management software, and communication tools are updated and used effectively.

• Reporting & Analytics: Provide management with daily/weekly/monthly performance dashboards.

7. Risk & Compliance

• Ensure all operations comply with local regulations, platform requirements (e.g., Uber/Turo), and insurance guidelines.

• Maintain proper documentation of drivers, vehicles, and contracts.

• Establish SOPs and audit processes to minimize risk exposure.