Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the leading shared micromobility operator in Europe, operating in 100+ cities with over 275+ MILLION rides to date. It has been an amazing journey and we have no intention of stopping now! To continue our success we are looking for a Director of Rider Operations to own the continuous improvement across all of our rider-oriented efforts, drive commercial impact both locally and globally, and support a high-performing team to reach new heights. Are you ready for the voyage of a lifetime?

YOUR MISSION AT VOI

As the Director of Rider Operations you will lead the Rider Operations Organisation and have the overall responsibility for the continued improvement and strategic development of our rider operations, commercial optimisation, customer experience operations and growth & brand marketing globally. In this role you will be a part of the Business Leadership Team, report directly to the Chief Business Officer, and be the “voice of the customer” and role model for rider optimisation throughout the company. This will include: 

• Owning the global strategy, budget, forecasting, goal-setting, reporting and governance across the Rider Organisation and domain, including for the sub-teams within Commercial Optimisation Customer Experience Operations, City Success, Growth Marketing and Brand Marketing
• Working continuously to coordinate, harmonise and strategically optimise the company’s rider focused investments and efforts, both within the Rider Operations function and cross-functionally, to ensure a great and cost-efficient customer experiences and growth of the customer base
• Continuing the implementation of standardised metrics, processes and procedures, ensuring data informed decision making and driving continuous improvement of the user base development, rider compliance and customer experience for the service across all markets
• Acting as the “voice of the customer” in ideation, prioritisation and decision making in teams across the organisation (eg. data, product or engineering), and contributing with growth and rider expertise in tender and licence applications
• Empowering, guiding and supporting your team of managers and direct reports, creating clarity in a fast-paced dynamic environment and working continuously to build a strong team and exceptional organisational culture
• Collaborating continuously with the executive leadership team and other senior leaders across Voi to contribute to the global strategy and push the boundaries across the organisation

WHAT YOU NEED TO EMBARK

We are looking for an analytical and commercially savvy leader, with the ability to collaborate with multiple stakeholders and taking ownership of driving direct impact to reach goals cross-functionally across a fast-paced and dynamic organisation. In addition to being fluent in English, we believe the right person has: 

• 10+ years of experience within business management, operations, strategy or similar
• Experience from driving complex, high-impact, multi-stakeholder improvement projects, and delivering results on an ambitious plan with large teams
• Experience of managing multidisciplinary & distributed teams, experience from managing other people managers is a merit
• Ability to be hands-on in the day to day and take full ownership and initiative to reach set goals
• Drive and track record of obsessing about the end customer experience, connecting the dots from the experience on the street to setting the right priorities and making the right investments in the domain as a whole
• Bachelor degree within business, economics, engineering or similar

WHY VOI?

Working at Voi is more than just a job; Our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you’ll have the opportunity to:

• Join Europe’s #1 micromobility operator and one of the fastest growing scaleups
• Get “skin in the game” through our employee options program and have the direct end-to-end responsibility for user base development, rider compliance and customer experience for the service across all markets
• Lead and support the managers of several high-performing teams and collaborate with inspiring, motivated and fun colleagues working towards a common goal
• Join the micromobility-revolution and be a part of creating sustainable cities made for living, free from noise and pollution