About MAX: <a href="https://www.max.africa/">MAX</a> is a team of passionate people building digital infrastructure to deliver the future of mobility in Africa and Emerging Markets. We attract people with conviction who are willing to bring new ideas and perspectives to a problem that affects everyone on the planet. At MAX, you’ll have a unique opportunity to align your passion with a meaningful mission. You will get a real opportunity to grow and make a real lasting impact on the lives of millions of people, and help deliver access to safe, reliable, affordable and sustainable transportation. Our Mission: We are Powering Africa’s Forward Movement, and this is being actualized through our transformative Mission: Making mobility safe, affordable, accessible and sustainable through the deployment of high-performance technology and operators.We are building the largest vehicle subscription and financial services platform for commercial drivers and transport operators across Africa. Our proprietary technology is enabling Drivers with no banking history to access low to zero-emission vehicles, insurance, digital wallets and eHailing services on a subscription basis. From 2019 to 2020, we scaled from 200 to more than 10,000 drivers and have raised more than $70m to achieve our mission. Our goal is to serve 14million gig drivers across Africa's $250B mobility industry. In the short term, we are scaling our impact to 100,000 drivers across 10 cities in 3 countries.Our Values: In everything we do, we uphold these 5 values without compromise.<ul> <li>Transparency: We’re taking everyone along for the ride.</li> <li>Integrity: We stand by our word to remain consistent with all parties, including you!</li> <li>Initiative: We prioritize ingenious ideas and nurture them, which has brought us this far, and we’re not stopping now.</li> <li>Partnership: We always keep the welcome mat rolled out on MAX Land; everyone is welcome.</li> <li>Safety: Safety to us at MAX means taking all road safety precautions, telling others about safety so that mobility is safe and comfortable for all.</li> </ul>Our Impact:<ul> <li>Financial Inclusion: We fill a critical funding gap for informal operators in Africa by arranging credit to drivers and micro-entrepreneurs who have few credible options.</li> <li>Economic Empowerment: We have onboarded +15000 drivers onto our platform with thousands more in the pipeline in a bid to fulfil the transportation needs in Africa.</li> <li>Sustainable Job Creation: We are creating direct and indirect jobs through income-generating assets, technology, and continuous skill development training.</li> <li>Transport Infrastructure: Our drivers are professionals and can guarantee a high quality of service and safety to passengers.</li> <li>Environmental Sustainability: We are deploying electric vehicles, charging infrastructure, and battery swapping stations to propel the transition to clean mobility.</li> </ul>Role Overview: DRIVER OPERATIONS MANAGERWe are looking for a DRIVER EXPERIENCE MANAGER who will strategically oversee all aspects of our Driver Welfare and Driver Operations team. You will be a strategic thinker with strong organizational and problem-solving skills. You will have strong research experience, an analytical mind and outstanding presentation skills. You will be highly analytical, a self-starter, results-oriented and able to thrive in an entrepreneurial and fast-paced environment.This is a full time, permanent and long-term position reporting to the GM Driver Operations with access to MAX’s executive team. We are committed to and encourage equal opportunity. What You’ll Do: <ul> <li>Ensure operational adoption of all strategies that aid optimal Driver welfare management</li> <li>Ensure operational adoption of all strategies that aid Field Operations Management</li> <li>Improve External Customer Experience via targeted process improvement that ensures champions welfare are priority</li> <li>Ensure all Information Technology put in place by MAX are optimally used for real time location update for all champions with weekly/monthly reports done</li> <li>Build the Driver Setup Organization to effectively support the rollout of 20,000 Champions</li> <li>Ensure our driver onboarding verification processes is top notch and meet international standards</li> <li>Create Key Performance index across all teams</li> <li>Ensure Recruitment requirements attracts best Testers, Trainers, Data Entry, Welfare Analyst, Field Ops Analyst, Customer Service Agent, Verification Officers</li> <li>Create proactive and reactive solutions to champions complaints</li> <li>Ensure proper research is done to enable us negotiate and ensure we have the best service offerings from Insurance companies to provide Family HMO for drivers across the platform</li> <li>Ensure standard response protocols are put in place around emergency related issues and turnaround time across all MAX locations must be benchmarked at optimal industry standard</li> <li>Responsible for current updates and reviews of government rules and driving regulations and create policies that ensures champions are compliant</li> <li>Ensure laid down processes/specifications are adhered to in champion selection by the Academy</li> <li>Oversee operational cost of the department ensuring cost is within approved budget</li> <li>Co-ordination of champions to ensure timely pickup during activations</li> <li>Ensure proper record management of personnel, expenditures </li> </ul><ul><li>Create strategies that ensures we have in place a world class customer service team</li></ul> What You’ll Need:<ul> <li>5+ years’ logistics or general transportation experience</li> <li>Degree in Logistics, Accounting or related field</li> <li>5+ years in operations leadership, strategic planning, product development, and management consulting in a fast-paced global organization</li> <li>Deep understanding of technology, product management, and change management</li> <li>Deep understanding of marketing, sales, finance and operations</li> <li>High levels of energy and drive, willingness to work hard</li> <li>Experience in Mobility/Fintech/Gig-economy/eCommerce</li> <li>Excellent communication and interpersonal skills</li> <li>Strong planning, coordination and organizational skills</li> <li>Outstanding research and analytical abilities</li> <li>Strong Project and Program management skills</li> <li>Global leader and thinker with the ability to make quick strategic decisions</li> <li>Highly energetic, self-motivated &amp; proactive</li> </ul>Want to Join Us? Here’s Why You Should…At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set regardless of looks, gender, sexual orientation, colour, tribe, nationality, or disability.The MAX Work Environment:<ul> <li>Drive: We are building a team where everyone is a leader and therefore run on internal motivation</li> <li>Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans, we are committed to providing a lasting solution.</li> <li>Humility: We are committed to continuous learning and improvement. We learn, unlearn and relearn</li> <li>Initiative: We welcome novel ideas and encourage creativity</li> <li>Diligence: We take great pride in our work.</li> <li>Candor: We value open and honest communication</li> <li>Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.</li> <li>Bias for Technology: We automate everything</li> </ul>

MAX is building Africa's largest mobility-tech platform and providing commercial drivers with vehicle subscriptions for high-performance and low-emission vehicles, en route to empowering 100 million Africans by giving them tools to create wealth.

Driver Experience Manager

About MAX: <a href="https://www.max.africa/">MAX</a> is a team of passionate people building digital infrastructure to deliver the future of mobility in Africa and Emerging Markets. We attract people with conviction who are willing to bring new ideas and perspectives to a problem that affects everyone on the planet.&nbsp;At MAX, you’ll have a unique opportunity to align your passion with a meaningful mission.&nbsp;You will get a real opportunity to grow and make a real lasting impact on the lives of millions of people, and help deliver access to safe, reliable, affordable and sustainable transportation.&nbsp;Our Mission: We are Powering Africa’s Forward Movement, and this is being actualized through our transformative Mission: Making mobility safe, affordable, accessible and sustainable through the deployment of high-performance technology and operators.We are building the largest vehicle subscription and financial services platform for commercial drivers and transport operators across Africa. Our proprietary technology is enabling Drivers with no banking history to access low to zero-emission vehicles, insurance, digital wallets and eHailing services on a subscription basis. From 2019 to 2020, we scaled from 200 to more than 10,000 drivers and have raised more than $70m to achieve our mission. Our goal is to serve 14million gig drivers across Africa's $250B mobility industry. In the short term, we are scaling our impact to 100,000 drivers across 10 cities in 3 countries.Our Values: In everything we do, we uphold these 5 values without compromise.<ul> <li>Transparency: We’re taking everyone along for the ride.</li> <li>Integrity: We stand by our word to remain consistent with all parties, including you!</li> <li>Initiative: We prioritize ingenious ideas and nurture them, which has brought us this far, and we’re not stopping now.</li> <li>Partnership: We always keep the welcome mat rolled out on MAX Land; everyone is welcome.</li> <li>Safety: Safety to us at MAX means taking all road safety precautions, telling others about safety so that mobility is safe and comfortable for all.</li> </ul>Our Impact:<ul> <li>Financial Inclusion: We fill a critical funding gap for informal operators in Africa by arranging credit to drivers and micro-entrepreneurs who have few credible options.</li> <li>Economic Empowerment: We have onboarded +15000 drivers onto our platform with thousands more in the pipeline in a bid to fulfil the transportation needs in Africa.</li> <li>Sustainable Job Creation: We are creating direct and indirect jobs through income-generating assets, technology, and continuous skill development training.</li> <li>Transport Infrastructure: Our drivers are professionals and can guarantee a high quality of service and safety to passengers.</li> <li>Environmental Sustainability: We are deploying electric vehicles, charging infrastructure, and battery swapping stations to propel the transition to clean mobility.</li> </ul>Role Overview: DRIVER OPERATIONS MANAGERWe are looking for a DRIVER EXPERIENCE MANAGER who will strategically oversee all aspects of our Driver Welfare and Driver Operations team. You will be a strategic thinker with strong organizational and problem-solving skills. You will have strong research experience, an analytical mind and outstanding presentation skills. You will be highly analytical, a self-starter, results-oriented and able to thrive in an entrepreneurial and fast-paced environment.This is a full time, permanent and long-term position reporting to the GM Driver Operations with access to MAX’s executive team. We are committed to and encourage equal opportunity.&nbsp;What You’ll Do: <ul> <li>Ensure operational adoption of all strategies that aid optimal Driver welfare management</li> <li>Ensure operational adoption of all strategies that aid Field Operations Management</li> <li>Improve External Customer Experience via targeted process improvement that ensures champions welfare are priority</li> <li>Ensure all Information Technology put in place by MAX are optimally used for real time location update for all champions with weekly/monthly reports done</li> <li>Build the Driver Setup Organization to effectively support the rollout of 20,000 Champions</li> <li>Ensure our driver onboarding verification processes is top notch and meet international standards</li> <li>Create Key Performance index across all teams</li> <li>Ensure Recruitment requirements attracts best Testers, Trainers, Data Entry, Welfare Analyst, Field Ops Analyst, Customer Service Agent, Verification Officers</li> <li>Create proactive and reactive solutions to champions complaints</li> <li>Ensure proper research is done to enable us negotiate and ensure we have the best service offerings from Insurance companies to provide Family HMO for drivers across the platform</li> <li>Ensure standard response protocols are put in place around emergency related issues and turnaround time across all MAX locations must be benchmarked at optimal industry standard</li> <li>Responsible for current updates and reviews of government rules and driving regulations and create policies that ensures champions are compliant</li> <li>Ensure laid down processes/specifications are adhered to in champion selection by the Academy</li> <li>Oversee operational cost of the department ensuring cost is within approved budget</li> <li>Co-ordination of champions to ensure timely pickup during activations</li> <li>Ensure proper record management of personnel, expenditures&nbsp;</li> </ul><ul><li>Create strategies that ensures we have in place a world class customer service team</li></ul> What You’ll Need:<ul> <li>5+ years’ logistics or general transportation experience</li> <li>Degree in Logistics, Accounting or related field</li> <li>5+ years in operations leadership, strategic planning, product development, and management consulting in a fast-paced global organization</li> <li>Deep understanding of technology, product management, and change management</li> <li>Deep understanding of marketing, sales, finance and operations</li> <li>High levels of energy and drive, willingness to work hard</li> <li>Experience in Mobility/Fintech/Gig-economy/eCommerce</li> <li>Excellent communication and interpersonal skills</li> <li>Strong planning, coordination and organizational skills</li> <li>Outstanding research and analytical abilities</li> <li>Strong Project and Program management skills</li> <li>Global leader and thinker with the ability to make quick strategic decisions</li> <li>Highly energetic, self-motivated &amp; proactive</li> </ul>Want to Join Us? Here’s Why You Should…At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set regardless of looks, gender, sexual orientation, colour, tribe, nationality, or disability.The MAX Work Environment:<ul> <li>Drive: We are building a team where everyone is a leader and therefore run on internal motivation</li> <li>Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans, we are committed to providing a lasting solution.</li> <li>Humility: We are committed to continuous learning and improvement. We learn, unlearn and relearn</li> <li>Initiative: We welcome novel ideas and encourage creativity</li> <li>Diligence: We take great pride in our work.</li> <li>Candor: We value open and honest communication</li> <li>Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.</li> <li>Bias for Technology: We automate everything</li> </ul>

Driver Experience Manager

About the Job

About the Company

MAX

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