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 all depot operations to ensure safe, efficient, and high-quality execution of ride-hailing services. The role is accountable for operational performance, driver supply and engagement, depot profitability, compliance, customer experience, and continuous operational improvement while leading cross-functional teams to achieve business objectives.

Key Responsibilities

Operational Leadership

• Own the overall operational performance of the assigned depot(s), ensuring service excellence and operational efficiency.
• Develop and execute depot operational plans aligned with company strategy and business targets.
• Monitor daily operations, ensuring smooth execution across driver operations, fleet activities, customer support coordination, and frontline teams.
• Ensure depot readiness, capacity planning, and operational continuity.

Performance Management

• Own depot KPIs including: Driver supply and utilization, Trip fulfillment rate, Service quality, Customer satisfaction, Driver satisfaction and retention, Safety performance, Operational productivity, Cost efficiency
• Analyze operational data and implement improvement initiatives to achieve performance targets.
• Conduct regular business reviews and operational performance meetings.

Driver Operations & Engagement

• Ensure healthy driver acquisition, onboarding, activation, retention, and engagement.
• Oversee driver support and issue resolution.
• Build strong relationships with driver communities to improve satisfaction and loyalty.
• Partner with Driver Engagement teams to execute engagement initiatives and improve driver experience.

People Leadership

• Lead, coach, and develop Operations Supervisors, Team Leads, and support teams.
• Drive a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Manage workforce planning, recruitment support, succession planning, and capability development.
• Conduct performance reviews and provide coaching for team members.

Compliance & Risk Management

• Ensure full compliance with company SOPs, operational standards, and local regulations.
• Oversee depot safety management and incident response.
• Lead investigations into operational incidents and implement corrective actions.
• Ensure audit readiness and compliance with internal governance policies.

Financial & Resource Management

• Manage depot operating budget and resource allocation.
• Optimize operational costs while maintaining service quality.
• Monitor inventory, facilities, equipment, and depot assets.
• Identify opportunities for process automation and operational efficiency.

Cross-functional Collaboration

• Work closely with Sales, Driver Acquisition, Marketing, Product, Finance, Legal, Customer Support, and HR teams.
• Support new city launches, operational expansion, and strategic initiatives.
• Provide operational insights to improve platform performance and customer experience.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, Logistics, or related fields.
• MBA is an advantage.
• 6–10 years of experience in operations management, logistics, mobility, ride-hailing, fleet management, e-commerce, or platform-based businesses.
• At least 3 years of experience leading large operational teams.
• Strong understanding of depot operations, driver management, and service operations.
• Proven experience managing operational KPIs and continuous improvement initiatives.
• Strong analytical skills with data-driven decision-making capabilities.
• Experience in budget management and operational cost optimization.
• Excellent leadership, coaching, and stakeholder management skills.
• Strong communication, problem-solving, and crisis management abilities.
• Comfortable working in a fast-paced, high-growth, and matrix organization.
• 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.

Key Performance Indicators (KPIs)

• Driver Active Rate
• Driver Retention Rate
• Trip Fulfillment Rate
• Driver Utilization
• Customer Satisfaction (CSAT)
• Driver Satisfaction Score
• Service Level Achievement
• Depot Operating Cost
• Productivity per Operations Staff
• Safety & Compliance Score
• Incident Resolution Time
• SOP Compliance Rate
• Employee Engagement Score