Operation Leader at GREEN AND SMART MOBILITY KAZAKHSTAN — NeverHard

About GSM Kazakhstan GSM Kazakhstan is a member of Green and Smart Mobility (GSM Global), a pioneering technology-driven transportation company committed to promoting sustainable mobility solutions. As part of a rapidly growing international ecosystem, GSM Kazakhstan delivers customer-centric transportation services while leveraging innovative technologies to enhance service quality and operational excellence. Job Purpose Lead and manage day-to-day operational execution across assigned zones, or operational functions to ensure service quality, operational efficiency, driver supply, safety, and compliance. The role is responsible for translating operational strategies and business targets into effective execution plans, managing frontline teams, monitoring key performance indicators, and driving continuous improvement across assigned operations. Key Responsibilities 1. Operational Leadership & Execution Lead the daily operations of assigned depots, zones, or operational areas to ensure smooth, efficient, and reliable service delivery. Translate business objectives and operational strategies into clear execution plans and actionable targets for frontline teams. Ensure operational readiness, capacity, manpower, and resource allocation are aligned with business demand. Monitor day-to-day operational performance and proactively address operational gaps and bottlenecks. Coordinate with Operations Supervisors and Team Leads to ensure consistent execution across shifts and operational areas. Ensure business continuity and operational resilience during peak periods, service disruptions, and unexpected incidents. 2. Performance & KPI Management Own and monitor key operational KPIs for assigned areas, including: (eg: Driver Active Rate, Driver Retention Rate, Trip Fulfillment Rate, Driver Utilization, Customer Satisfaction (CSAT), Driver Satisfaction, Service Level Achievement, Operational Productivity, Safety & Compliance, Operational Cost Efficiency Analyze operational performance data to identify trends, root causes, and improvement opportunities. Conduct regular performance reviews with frontline teams and ensure corrective actions are implemented in a timely manner. Prepare operational reports and provide insights and recommendations to the Depot Director / Manager. Drive performance improvement initiatives to achieve operational and business targets. 3. Driver Operations & Engagement Support and oversee driver acquisition, onboarding, activation, retention, and engagement activities within assigned operational areas. Monitor driver supply and utilization to ensure sufficient capacity to meet customer demand. Work closely with Driver Engagement and Driver Acquisition teams to address driver pain points and improve driver experience. Support the resolution of driver issues and escalations, ensuring timely and effective follow-up. Build positive relationships with driver communities and frontline stakeholders to maintain stable driver supply and service quality. 4. People Leadership Lead, coach, and develop Operations Supervisors, Team Leads, and frontline operational teams. Set clear performance expectations and ensure accountability across the team. Conduct regular team performance reviews, coaching sessions, and capability development activities. Support workforce planning, manpower allocation, recruitment, onboarding, and succession planning for operational teams. Build a high-performance culture focused on ownership, collaboration, customer experience, and continuous improvement. 5. Compliance, Safety & Incident Management Ensure strict compliance with company SOPs, operational standards, internal policies, and local regulations. Monitor operational safety and proactively identify potential risks. Lead the initial response and coordination for operational incidents and escalations within assigned areas. Conduct root-cause analysis and implement corrective and preventive actions following incidents. Ensure operational teams are prepared for emergency situations and business continuity requirements. Maintain a high level of audit and compliance readiness. 6. Process Improvement & Operational Excellence Identify operational inefficiencies, recurring issues, and process gaps across assigned areas. Lead continuous improvement initiatives to enhance productivity, service quality, driver experience, and cost efficiency. Standardize best practices and ensure successful implementation across relevant operational teams. Identify opportunities for process automation, digitalization, and data-driven operational management. Collaborate with relevant teams to improve operational workflows, tools, and systems. 7. Resource & Cost Management Support the Depot Director / Manager in managing operational resources and budgets. Optimize manpower, facilities, equipment, and other operational resources based on business requirements. Monitor operational costs and identify opportunities to improve cost efficiency without compromising service quality or safety. Ensure effective utilization and maintenance of depot assets and operational resources. 8. Cross-functional Collaboration Work closely with Sales, Driver Acquisition, Driver Engagement, Marketing, Product, Finance, Legal, Customer Support, HR, and other relevant functions. Provide operational insights and recommendations to support business decisions and improve overall platform performance. Support new city launches, depot openings, operational expansion, and strategic business initiatives. Coordinate cross-functional actions to resolve operational issues and ensure timely execution of business priorities. Requirements Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, Logistics, or a related field. 5–8 years of experience in operations management, logistics, mobility, ride-hailing, fleet management, e-commerce, last-mile delivery, or platform-based businesses. At least 2–4 years of experience managing frontline or multi-layer operational teams. Proven experience in managing operational KPIs and driving performance improvement. Strong understanding of depot operations, driver operations, fleet management, or service operations. Strong analytical and problem-solving skills with a data-driven approach to decision-making. Experience in workforce planning, resource allocation, and operational cost management. Strong leadership, coaching, stakeholder management, and communication skills. Ability to manage operational incidents, escalations, and high-pressure situations effectively. Strong execution capability with a hands-on and results-oriented mindset. Comfortable working in a fast-paced, high-growth, and dynamic environment. Proficiency in Microsoft Excel / Google Sheets and operational reporting tools; experience with BI platforms is an advantage. Fluent in English; local language proficiency is preferred. Willingness to work flexible hours and support operational activities outside standard office hours when required. Preferred Background Candidates with experience in the following industries are highly preferred: Ride-hailing and mobility platforms Logistics and last-mile delivery Food delivery platforms Fleet management E-commerce operations Express delivery Distribution and hub operations Transportation and mobility services Other high-volume, frontline, or platform-based operations Note: +Due to the high volume of applications received, only shortlisted candidates will be contacted for the next stage of the recruitment process. + We sincerely appreciate your interest in GSM Kazakhstan and thank all applicants for your time and consideration. We encourage you to apply for future opportunities that match your qualifications and career aspirations. + All applications and personal information submitted will be treated with strict confidentiality and handled in accordance with applicable data privacy regulations.