Senior Head of Service Quality

Responsibilities

• Develop and execute a comprehensive service quality strategy that enhances both driver and passenger experiences across all markets.
• Establish and monitor key performance indicators (KPIs) such as cancellation rates, defect rates, DSAT, CSAT, and retention metrics to assess service quality.
• Work closely with Product, Support, Risk, and Analytics teams to identify service quality issues and implement effective solutions.
• Design and implement processes to reduce service defects, improve response times, and enhance overall user satisfaction.
• Lead and mentor a team of quality assurance professionals, fostering a culture of continuous improvement and excellence.
• Develop systems to collect and analyze feedback from drivers and passengers, using insights to drive service enhancements.
• Ensure all service quality initiatives comply with industry standards and regulatory requirements.

Qualifications

• Minimum of 7 years in service quality management, with at least 3 years in a leadership role within the ride hailing, logistics, or related industries.
• Proficient in data analysis and performance metrics; experience with BI tools like Tableau or Power BI.
• Proven ability to lead cross functional teams and drive organizational change.
• Excellent verbal and written communication skills, ability to present complex information clearly to stakeholders.
• Strong analytical and problem solving skills, with a track record of implementing effective solutions.
• Ability to thrive in a fast paced, dynamic environment and manage multiple priorities.
• Fluency in English is required, proficiency in additional languages is a plus.

Conditions & Benefits

• Stable salary, official employment.
• Health insurance.
• Hybrid work mode and flexbile schedule.
• Relocation package offered for candidates from other regions.
• Access to professional counseling services including psychological, financial, and legal support.
• Discount club membership.
• Diverse internal training programs.
• Partially or fully paid additional training courses.
• All necessary work equipment.