Senior Operations Manager, Kenya

About the role

As a Senior Operations Manager you will drive Uber's driver supply growth and retention strategy in Kenya. You will own the end‑to‑end driver lifecycle, from recruitment and onboarding to ongoing engagement and performance improvement.

Key responsibilities

• Design and execute the roadmap for driver growth, ensuring supply meets real‑time market demand.
• Lead referral programs such as the Uber Hero Network to optimise acquisition costs.
• Identify and manage strategic fleet partnerships to scale supply in key territories.
• Own the driver onboarding journey, 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 facilitate driver information sessions (on‑site and digital).
• Lead multi‑modal driver communication across CRM, social media, podcasts and roundtables.
• Establish feedback loops to translate driver sentiment into product and operational improvements.
• Monitor and improve Driver NPS and overall platform satisfaction.
• Negotiate value‑added partnerships (fuel discounts, maintenance, insurance) to boost driver earnings.
• 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 related 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)