Lead, Market Operations (Service Quality)

Lalamove
Hong Kong
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 5+ yearsSkills: ["Stakeholder management","Project management","Communication","Data-driven decision-making","Process improvement"]

Oversee driver service operational excellence and strategies across multiple markets, bridging local teams with functional departments to align driver service frameworks to business growth. Review individual market performance, partner with Driver Operations and Platform Growth to ensure quality supply, and standardize compliance playbooks and infraction governance. Contribute to defining service quality frameworks using market feedback and data-driven root-cause analysis while supporting local execution nuances.

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FursaFursa
Lalamove
Lalamove
3 days ago

Lead, Market Operations (Service Quality)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Oversee driver service operational excellence and strategies across multiple markets, bridging local teams with functional departments to align driver service frameworks to business growth. Review individual market performance, partner with Driver Operations and Platform Growth to ensure quality supply, and standardize compliance playbooks and infraction governance. Contribute to defining service quality frameworks using market feedback and data-driven root-cause analysis while supporting local execution nuances.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Oversee operational excellence and driver service strategies across multiple markets.
  • •Bridge local market teams and functional departments in Hong Kong to align frameworks with growth objectives.
  • •Review market performance related to driver management and use insights to drive improvements.
  • •Work with cross-functional teams (Driver Operations and Platform Growth) to ensure sufficient quality supply.
  • •Equip local market teams with standardized compliance playbooks and infraction governance protocols while supporting regional operational nuances.

Key Requirements

  • •5+ years of experience in Operations or Platform Governance in a high-growth marketplace such as logistics, food delivery, or ride-hailing.
  • •Strong stakeholder management and project management skills to drive cross-functional projects.
  • •High proficiency in English and the ability to communicate clearly across regions.
  • •Analytical, data-driven approach with comfort using data to understand root causes.
  • •Ability to champion new processes from plan to close; immediate availability preferred.
Experience:5+ yearsLogisticsFood deliveryRide-hailingMarketplaces
Skills:Stakeholder managementProject managementCommunicationData-driven decision-makingProcess improvement
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