Driver Operations Lead

About this role

Responsibilities

• Ownership of Supply related KPIs such as Active and New drivers, Retention, NPS and Supply volume
• Act as the key interface between central and local teams, cascading priorities and frameworks while providing structured feedback on market insights, regulatory risks, and operational constraints to influence global program design, and scaling best practices across markets
• Translate global strategies into clear regional plans, operating procedures, defining ownership, timelines, success metrics, and governance structures to ensure consistent execution across all markets.
• Analyse driver retention performance, align stakeholders on key initiatives, and drive continuous improvement across teams
• Supporting markets and Marketplace teams with engagement and acquisition initiatives to steer supply levels towards targets
• Support in building and improving end-to-end communication strategies across different channels tailored specifically for our drivers and maximising retention and engagement, in collaboration with local ops, marketing and other central teams
• Optimising the Driver NPS and other satisfaction metrics, by translating insights into clear actions that enhance the early driver experience, in collaboration with different stakeholders from Product, Marketing, and operations across markets
• Defining and improving driver training based on needs and observed trends in collaboration with Marketing, Quality of Service, and Product
• Identifying opportunities to improve the product experience for new drivers and provide prioritised, data-backed recommendations to product teams.
• Designing, testing, and scaling proactive support initiatives to help new drivers succeed from day one, across their onboarding journey
• 6 years of experience in operations management, strategy consulting, or business operations, preferably in marketplace or mobility, inc previous experience in leading people
• Proven track record of scaling operations across multiple markets or business units, ideally within European contexts

Requirements

• Experience with process design, optimization, and cross-functional project management
• Background in data analysis and using metrics to drive operational decisions
• Fluent in English + Additional European languages (German, French, Portuguese, Italian, Spanish) are a plus but not mandatory
• Flexible working arrangements
• LinkedIn Learning
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Short term EU work policy
• Mobility Credit
• Health Insurance
• Employee assistance program

About FREENOW

Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app. In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?