[HAN] Operations Team Lead

Driver Team Management & Development (40%)
- Develop and manage the driver workforce based on tiered models (Station, Shift (Full-time/Part-time), FL).
- Set operational KPIs for each driver group and ensure performance standards (AR, FR, Ontime, CPD, churn rate).
- Monitor daily operational data, analyze trends to detect issues, and propose improvement initiatives.
- Conduct training to improve driver quality: focusing on order handling, delivery behavior, and compliance with Ahamove standards.
- Collaborate with OE/Product/BA teams to enhance driver management tools (app, dashboards, incentive systems).
- Collaborate with Central Ops to design regional and time-based driver allocation plans (peak/off-peak hours).
- Lead pilot projects for new models (Shift Rider, Station, EV, etc.).
- Recommend process improvements to reduce surge pricing and CPD while boosting productivity.
Driver Community Building & Engagement (40%)
- Evaluate driver performance using quality metrics (rating, complaints, delay).
- Develop and manage the "Driver Quality Score" program to rank drivers by reliability and efficiency.
- Collaborate with OE/Product to establish early warning systems for high-risk drivers (low rating/high cancellation).
- Design targeted training programs for core, new, and underperforming drivers.
- Establish and manage the Ahamove Hanoi Driver Community (Driver Community HAN).
- Plan and execute quarterly engagement activities (offline events, recognition programs, loyalty campaigns).
- Launch the "Voice of Driver" feedback mechanism to gather insights regularly.
- Operate internal multi-channel communication systems (Zalo groups, app feed, in-app messages).
- Partner with Marketing to organize appreciation and engagement campaigns.
Team Leadership & Coaching (20%)
- Lead and take full responsibility for the performance, results, and development of team members within the department.
- Execute tasks and projects assigned by the Department Head in alignment with departmental objectives.