Senior Operations Manager – Driver Operations (Kenya)

About the role

The Senior Operations Manager will lead the driver supply growth and retention strategy in Kenya. You will own the full driver lifecycle, from acquisition and onboarding to engagement and long‑term retention, blending data‑driven strategy with on‑the‑ground execution.

Key responsibilities

• Design and execute a roadmap for driver growth, using multiple acquisition channels.
• Lead the Uber Hero Network and referral programs to optimise acquisition costs.
• Identify, originate, and manage strategic fleet partnerships in key territories.
• Own the driver onboarding funnel, removing friction to improve conversion from sign‑up to first trip.
• Define document requirements, manage third‑party vendors for background checks and verification.
• Design and deliver driver information sessions (on‑site and digital).
• Develop multi‑modal communication strategies across CRM, social media, podcasts and roundtables.
• Establish feedback loops to capture driver sentiment and drive product or operational improvements.
• Monitor and improve Driver NPS and overall platform satisfaction.
• Negotiate value‑added partnerships (fuel discounts, maintenance, insurance) to boost driver take‑home pay.
• Analyse driver behaviour and implement retention programmes to reduce churn.

Required profile

• Minimum 5 years of experience in operations, consulting or tech (marketplace experience preferred).
• Bachelor’s degree in Finance, Engineering or a quantitative field.
• Data‑driven mindset with strong analytical and logical problem‑solving abilities.
• High bias to action, comfort with ambiguity and expert presentation skills.

Required skills

• Advanced Excel
• SQL (preferred)