
Moove
Operations Manager - Limousine
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 24/11/2025
Job overview
Date posted
10/10/2025
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Salary only
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
24/11/2025
Job description
Moove seeks an Operations Manager - Limousine in Dubai to lead Customer Service and Driver Onboarding & Engagement for a mobility platform powered by a Drive-to-Own (DTO) revenue-based financing model and global partnerships (e.g., Uber, Waymo). The role manages end-to-end customer service processes to resolve driver issues, escalations, and complaints while monitoring key service metrics (response time, resolution rate, driver satisfaction) and driving continuous improvement. The position ensures compliance with UAE labor laws, visa/renewal processes, RTA limousine regulations, and Moove policies in all driver-facing interactions. The manager oversees full driver onboarding, including documentation, RTA licensing, background checks, and platform activation, and conducts orientation sessions covering Moove policies, vehicle usage, telematics, and Uber/Careem guidelines to ensure 30-day performance alignment. The remit includes designing driver engagement programs to enhance retention, morale, and productivity; collaborating with Fleet, Finance, and Operations teams for seamless issue resolution; tracking driver performance and coordinating action plans; managing Customer Service and onboarding reports with trends and improvements for leadership; and leveraging technology solutions such as CRM systems (HubSpot, Zendesk), telematics dashboards, and onboarding tools to streamline processes. The role trains, coaches, and mentors Customer Service and onboarding teams, fosters a culture of empathy, accountability, and excellence, and acts as escalation point for complex driver cases to ensure timely resolution. Proficiency in MS Office Suite and Google Sheets is required, alongside strong knowledge of UAE regulatory frameworks and operational best practices across limousine, ride-hailing, fleet, and mobility sectors.
Required skills
Key responsibilities
- Lead the Customer Service team to deliver timely, professional, and empathetic driver support aligned with Moove policies and service standards
- Develop and implement customer service processes to resolve driver issues, escalations, and complaints effectively and consistently
- Monitor key service metrics (response time, resolution rate, driver satisfaction) and execute continuous improvement initiatives
- Ensure compliance with UAE labor laws, visa/renewal processes, RTA limousine regulations, and internal policies in all driver interactions
- Oversee full driver onboarding including documentation, RTA licensing, background checks, and platform activation
- Conduct orientation sessions to train drivers on Moove policies, vehicle usage, telematics, and Uber/Careem guidelines
- Ensure smooth transition of new drivers into operations with performance alignment within the first 30 days
- Design and implement driver engagement programs to improve retention, morale, and productivity
- Collaborate with Fleet, Finance, and Operations teams to ensure seamless communication and rapid issue resolution
- Track driver performance, flag underperformance, and coordinate corrective action plans with Operations
- Manage Customer Service and onboarding reports, highlighting trends, challenges, and improvement opportunities to leadership
- Leverage CRM systems, telematics dashboards, and onboarding tools to streamline processes and enhance operational visibility
- Train, coach, and mentor Customer Service and onboarding teams to drive consistently high performance
- Foster a culture of empathy, accountability, and excellence in customer and driver interactions
- Act as the escalation point for complex driver cases and ensure timely, compliant resolution
Experience & skills
- Hold a Bachelor’s degree in Business Administration, Operations, or a related field
- Bring 5+ years of experience in Customer Service and/or Driver Onboarding within limousine, ride-hailing, fleet, or mobility sectors
- Demonstrate strong knowledge of UAE labor law, visa/renewal policies, and RTA limousine regulations
- Show proficiency with CRM systems (e.g., HubSpot, Zendesk), MS Office Suite, and Google Sheets
- Exhibit experience managing teams in a fast-paced operational environment
- Apply expertise in driver onboarding, RTA licensing, background checks, and platform activation in compliance with local regulations
- Utilize telematics dashboards and onboarding tools to improve operational efficiency and performance tracking
- Report directly to the Country Manager and collaborate closely with the Operations team to achieve business objectives