Senior Associate, Market Operations (Service Quality)

Lalamove
Hong Kong
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 3+ yearsSkills: ["Communication","Interpersonal skills","Analytical thinking","Project management","Organization"]

Elevate driver service quality and operational execution across Hong Kong by monitoring market performance, identifying service gaps, and improving driver experience. Deploy standardized compliance and service quality frameworks while aligning local execution with central driver service initiatives. Collaborate with Driver Operations and Platform Growth teams to support retention and growth targets, channel frontline insights back to strategy, and lead cross-functional projects from planning through rollout.

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Lalamove
Lalamove
3 days ago

Senior Associate, Market Operations (Service Quality)

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Last checked: 21 hours agoStatus: Live

Job Summary

Elevate driver service quality and operational execution across Hong Kong by monitoring market performance, identifying service gaps, and improving driver experience. Deploy standardized compliance and service quality frameworks while aligning local execution with central driver service initiatives. Collaborate with Driver Operations and Platform Growth teams to support retention and growth targets, channel frontline insights back to strategy, and lead cross-functional projects from planning through rollout.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Monitor day-to-day driver management metrics across assigned markets to identify bottlenecks, service gaps, and driver experience improvement opportunities.
  • •Support deployment of standardized compliance playbooks, infraction governance frameworks, and service quality protocols for local teams.
  • •Collaborate with local Driver Operations and Platform Growth teams to align supply quality and driver retention efforts with regional growth targets.
  • •Gather frontline insights as a feedback channel between market operations and the central Strategy team to refine driver service policies and quality frameworks.
  • •Help manage cross-functional operational projects end-to-end, including planning, documentation, deliverables, and smooth process rollouts across regions.

Key Requirements

  • •3+ years of experience in Operations, Market Operations, or Platform Governance within a high-growth marketplace such as logistics, on-demand delivery, or ride-hailing.
  • •Strong analytical mindset using operational data to diagnose root causes and track key performance indicators.
  • •Solid project management and organizational skills, with a track record of driving cross-functional initiatives to completion.
  • •Excellent communication and interpersonal skills in English to coordinate effectively with diverse, cross-border teams.
  • •Hands-on, proactive, detail-oriented problem-solving with high empathy for delivery partners and local market nuances.
Experience:3+ yearsLogisticsOn-demand deliveryRide-hailing
Skills:CommunicationInterpersonal skillsAnalytical thinkingProject managementOrganization
Languages:English

Company Brief

Lalamove
On-demand logistics platform providing same-day delivery, courier, and freight services for individuals and businesses across urban centers, connecting drivers with customers via a mobile and web app.
Industry: Last Mile Delivery
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Hong Kong, Hong Kong
Founded: 2013
WebsiteLinkedIn