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.