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Driver Operations Specialist

Remote - Middle

Guatemala, Guatemala City · Guatemala

We are looking for a data-driven and operational professional to become our Driver Operations Specialist for Guatemala’s ride-hailing business. This role is the engine behind driver growth—owning recruitment, activation, retention, and performance. You’ll execute KPI monitoring, CRM optimizations, and city launch coordination while designing programs to keep drivers motivated. With your fluency in English, 2+ years in RH/operations, and knack for cross-functional collaboration, you’ll ensure our fleet thrives in Guatemala’s competitive ride-hailing market.

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Responsibilities

  • Organize Driver Engagement Processes: Coordinate activities related to attracting, activating, reactivating, and retaining drivers.
  • Drive Team Leadership: Lead and manage the team. Conduct training sessions to equip agents with skills for user acquisition and activation, and keep them motivated.
  • Manage KPIs:
  • Monitor funnel efficiency (from installation to successful driver orders).
  • Track key territory KPIs (New Drivers, Active Drivers, Supply Hours, Supply Hours per Active Driver).
  • Design action plans to improve performance.
  • Implement Motivational Programs:
  • Execute initiatives and training programs to boost agent performance.
  • Share feedback regularly.
  • Support Activation & Reactivation Mechanics: Assist in launching, adapting, and improving strategies to activate/reactivate drivers effectively.
  • 3rd-Party Partnership Management: Collaborate with external partners to increase New Driver acquisition.
  • Monitor CRM & Communication Quality:
  • Oversee call scripts and AI-preset communications.
  • Assess effectiveness and ensure high-quality user interactions.
  • Test different hypotheses for optimization.
  • Execute City Launches: Travel to new city launches to organize on-the-ground recruitment efforts.
  • Competitor Market Monitoring: Track competitor activities, bonuses, and incentives.

Qualifications

  • Fluent English (verbal and written).
  • 2+ years of experience in:
  • RH / Delivery Business
  • Business Development
  • Commercial Operations
  • Project Management background (a big plus).

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