Associate Director - Strategy & Operations - IIT/NIT/BITS/IIM/ISB/MDI/FMS

Description: We are looking for a dynamic and results-driven Associate Director / Director Driver Excellence to lead strategic initiatives aimed at enhancing the performance, satisfaction, and retention of our driver network. This leadership role sits at the heart of our operations, focusing on optimizing the driver experience through data, systems thinking, and cross-functional collaboration.

What Youll Do:

- Lead Strategic Programs.

- Design, pilot, and scale high-impact programs to elevate driver performance and engagement.

- Translate customer insights and market research into actionable roadmaps.

- Own Metrics & Execution.

- Take end-to-end ownership of key initiatives with a strong focus on data-backed decision-making.

- Set clear goals and KPIs, build dashboards, and track progress across initiatives.

- Drive continuous execution excellence across markets and teams.

- Cross-functional Problem Solving.

- Collaborate closely with Product, City Operations, Training, and Support teams to identify pain points and deliver scalable, tech-enabled solutions.

- Lead cross-functional task forces on key initiatives like onboarding, incentives, quality, and feedback loops.

- Continuously Improve Systems.

- Develop proactive systems for issue detection and root cause resolution.

- Implement feedback loops and quality control mechanisms to constantly enhance the driver lifecycle experience.

What Were Looking For:

- 8+ years of experience in high-growth startups, top-tier consulting firms, or business operations roles with increasing responsibility.

- Proven ability to operate in ambiguous environments and lead through influence and data.

- Excellent analytical skills with a strong track record of solving complex problems through structured thinking.

- Hands-on approach, a bias for action, and a passion for operations and customer success.

- Strong communication and stakeholder management abilities.

- A degree from a Tier-1 academic institution (IIT, IIM, ISB, BITS, etc.) is a plus but not mandatory.

Business & Growth Strategy:

- Develop the business model: Go deep, understand where opportunities are and create a viable business model to service the opportunities

- Know the market: Stay on top of trendsin an ever-changing landscape, find opportunities and prioritize based on size, internal capabilities, etc.

- Know the customer: Understand connected customer behaviour, develop new customer insights

- Know the competition: Understand on-line and off-line players. React as and when necessary

- Know the value chain: Understand vendor & company value chain end-to-end, identify opportunities for P&L optimization and profitability

- Influence the leadership: Convert strategies into action by liaising with cross-functional leadership and drive the changes required

- Create innovation and Differentiation