Operations Manager, Driver, Kenya

Operations Manager, Driver About the Role As the Operations Manager for Driver Growth and Retention, you will serve as the central pillar supporting Sokify's driver partner network. Your mandate spans the complete driver lifecycle—from initial acquisition and seamless onboarding through active engagement and long-term retention. You'll merge analytical rigor with hands-on execution to cultivate a thriving, sustainable community of satisfied driver partners who power Sokify's marketplace. What You'll Accomplish Supply Strategy and Growth Initiatives Design and launch comprehensive driver acquisition strategies that respond to real-time market demand across multiple channels. Lead partnership networks and referral programs to optimize cost-per-acquisition. Identify, negotiate, and manage strategic fleet partnerships that unlock supply capacity in priority regions and accelerate marketplace expansion. Onboarding and Conversion Excellence Own the entire driver onboarding funnel, from initial sign-up through first completed trip. Diagnose conversion bottlenecks and implement solutions that streamline the journey. Establish document verification protocols for different product tiers and oversee third-party vendors managing background checks and compliance verification. Create and deliver engaging Driver Information Sessions—both in-person and virtual—that prepare new partners for success. Driver Engagement and Community Building Orchestrate multi-channel engagement initiatives spanning CRM platforms, social media, podcasts, and local roundtable discussions. Build feedback mechanisms that capture driver sentiment and convert insights into tangible product or operational improvements. Serve as the primary brand ambassador within the driver community, fostering transparency and cultivating trust at every touchpoint. Retention, Earnings, and Satisfaction Track and enhance driver satisfaction through NPS metrics and platform feedback. Establish partnerships that add real value—fuel discounts, maintenance services, insurance solutions—directly boosting driver earnings while reducing operational friction. Leverage behavioral analytics to design and deploy targeted retention programs that keep high-performing partners actively engaged on the platform. What We're Looking For You bring a minimum of three years' operational, consulting, or technology experience, with marketplace operations preferred. Your educational background includes a Bachelor's degree in Finance, Engineering, or a quantitative discipline. You're deeply comfortable with data—advanced Excel proficiency is essential, and SQL knowledge is a plus. You combine a bias toward action with comfort navigating ambiguity, and you deliver polished, persuasive presentations with ease. Your analytical strength lies not just in reporting numbers but in translating data into compelling narratives. You identify where operational problems exist through rigorous data examination, then apply logical reasoning to solve complex challenges from first principles. Your strategic communication skills turn raw metrics into storylines that secure executive alignment while maintaining the empathy and clarity needed to connect with individual driver partners. You thrive under pressure, moving projects forward decisively even when the path isn't fully mapped or external conditions shift. Your operational track record demonstrates excellence in managing intricate workflows, vendor relationships, and large-scale community networks. You carry a builder's mentality—a demonstrated commitment to improving efficiency in every process you touch. Sokify is Kenya's leading online marketplace, and this role is based in Kenya with in-office expectations to be discussed during your recruitment conversation. Accommodations for religious, medical, or other circumstances are available upon request.