As the Head of Bus Operations, you’ll be working closely with the planning team on bringing their ideas to life. You’ll be accountable for delivering great service quality for our customers in a manner that is scalable.

Problem Statement

To fulfill the wish list of our planning team by representing us to the bus partners and collaborating with them in a manner that is conducive to their growth

Responsibilities

• You’ll be the face of the company to our bus partners for all ongoing requests from them. And also the person representing the needs of the bus companies internally. We need someone who is empathetic towards our bus partners and understands what it’ll take to help them succeed in the new world of tech-enabled mobility
• Accountable for running an efficient & effective dispatch team which is responsible for ensuring that customers reach their destination safely and on time
• Creating processes for the ground staff team that are responsible for ensuring a smooth onboarding experience for the customers on the day of their travel
• We are an operationally intensive business that has real-time emergencies for ongoing trips; you are responsible for analyzing our existing solutions, optimizing them, and ultimately automating them
• We pride ourselves on delivering great service quality for our customers. You’ll be the person accountable for ensuring that, by working with the bus partners to deliver and improve service quality
• Evaluate, decide & execute which bus partners deserve more of our business and which ones need to be transitioned out. Create a sophisticated, meritocratic ranking system for our partners to mitigate risk
• Onboarding new bus partners to the platform. This will involve training them on our processes, protocols, and all the tools they’re expected to use
• Management of service level agreements, contracts, insurances, etc. with bus companies to ensure that we formalize business relationships and compliance
• We’re constantly working with municipalities and NGOs for obtaining and managing permits for bus stops. You’ll be responsible for working with the planning team to find suitable stops that cater to our customer needs and liaise with the local authorities for all formalities to ensure a smooth operation
• The bus industry hasn’t seen a lot of tech innovation and we often find our partners not making the most of technology. You’ll be working with them to understand their pain points and translate those into actionable product-based solutions
• Being the product owner for bus operations and working on improving processes by working with the tech department as well as using no-code tools

Requirements

• 8+ years of operations experience. Experience in mobility is preferred.
• Extremely tech-savvy. We don’t expect you to know how to code, but you’ll be building solutions on no-code platforms and enabling your team to do so.
• All our bus partners are in the US. You’ll need to have 4-5 hours of coverage per day in the eastern time zone
  • Work timing would be 3-12 am IST
  • 5 days work week (Mon-Fri)
• Strong process orientation & documentation ethic