Senior Program Manager

Job description

Job Overview: We are looking for a dynamic and result-driven Strategy & Ops professional to lead strategic initiatives aimed at enhancing the performance, satisfaction, and retention of our partner/driver network. This leadership role sits at the heart of our operations, focusing on optimizing the partner & driver experience through data, systems thinking, and cross-functional collaboration. Key Responsibilities: Lead Strategic Programs • Design, pilot, and scale high-impact programs to elevate partner/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 strong 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 closely with Product, City Operations, Training, and Support teams to identify pain points and deliver scalable, tech-enabled 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 constantly enhance the partner/driver lifecycle experience. What We’re Looking For • 5+ years of experience in high-growth startups, top-tier consulting firms, or business • operations roles with increasing responsibility. • Proven ability to operate in ambiguous environments and lead through influence and data. • Excellent analytical skills with a strong track record of solving complex problems through structured thinking. • Hands-on approach, a bias for action, and a passion for operations and customer