Operations Manager - RAD-GLX (start date: 07/01)

Operations Manager – Rider Assistance & Dispatch As an Operations Manager, you will lead the Rider Assistance & Dispatch (RAD) team, driving operational excellence and ensuring every rider support interaction is safe, efficient, and compliant with the highest standards. Responsibilities Ensure the RAD team consistently meets operational KPIs, contact handling times, and critical safety benchmarks. Create innovative processes and strategies that empower each team member to perform at their best in high‑pressure passenger support situations. Be visible and approachable—walk the floor, connect with your team, provide coaching, and make them feel valued. Identify each teammate’s strengths and areas for growth, assigning tasks that challenge them while showcasing their talents. Manage, mentor, and develop team leaders and trainers to ensure long‑term growth and operational excellence across the account. Coordinate with cross‑functional teams (Safety, Workforce Planning, Training) to manage rider support workflows efficiently and safely. Develop, implement, and continuously improve remote rider assistance protocols, dispatch playbooks, and system readiness drills. Monitor and analyze program metrics, using data to drive decisions, optimize workflows, and improve overall team performance. Develop, maintain, and improve Rider Assistance procedures, remote dispatch command protocols, and passenger escalation frameworks. Manage RAD staffing, schedule alignment, and resource readiness, ensuring coverage flexibility to sync with night‑shift and graveyard leadership teams. Coordinate remote responses to passenger inquiries or dispatch needs involving autonomous vehicles and ensure proper escalation, compliance tracking, and zero compromise on safety guidelines. Partner with Safety, Operations, Quality, and Client teams to ensure rider handling processes align strictly with regulatory, compliance, and client program standards. Monitor and report on operational metrics (e.g., response times, customer satisfaction, passenger de‑escalation, adherence) and drive continuous improvement initiatives. Oversee comprehensive 5‑to‑6‑week training programs, process nesting periods, and operational readiness tracks for upcoming waves. Develop contingency plans for high‑impact passenger volume scenarios and support aggressive expansion strategies into new markets. Ensure team performance strictly meets safety compliance guidelines and rigorous client quality standards. Manage department performance metrics, staffing forecasts, and roster due dates tied to complex ramp planning. Qualifications Bachelor’s degree in Business Administration, Operations Management, or a related field; or equivalent experience. 1+ years of operations management experience, preferably in high‑volume, tech‑enabled, or safety‑critical environments (e.g., mobility, logistics, autonomous vehicle support, transportation). Proven track record of managing structured customer service, tech‑heavy logistics, or remote assistance operations. Experience working cross‑functionally with client teams, quality assurance, workforce management, and training departments. Excellent analytical skills; able to use data, pipeline metrics, and operational reports to drive decision‑making and process improvement. Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi‑disciplinary support teams. Comfortable working on‑site at the designated facility and supporting fluctuating program demands. Ability to thrive in a fast‑paced, rapidly expanding market environment and adapt quickly to process changes. Minimum Requirements Two plus years of managing supervisors/Team Leaders with established KPIs. One plus year of client management or internal stakeholder engagement experience (nice to have). Bachelor's degree in business administration or management. Excellent communication and presentation skills. Job Expectations This role will be dedicated to managing the RAD (Rider Assistance & Dispatch) Team, ensuring high‑quality service delivery and continuous operational improvement. Competencies Strategic Planning Process Improvement Resource & Capacity Management Safety Compliance & Performance Metrics Team Leadership & Mentorship Client & Stakeholder Relationship Management Risk Analysis & Mitigation Expansion & Ramp Delivery Data‑Driven Decision Making Communication & Presentation Skills Equal Employment Opportunity TaskUs is a proud equal opportunity workplace and an affirmative action employer. We celebrate and support diversity, and we are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr TaskUs USA LLC