Job Description

About the Role

We are looking for a proactive and customer-focused Assistant Manager, Control Tower to support the day-to-day management of our Customer Experience & Support Operations. This role is critical in ensuring smooth operational performance, efficient issue resolution, and an excellent experience for both drivers and passengers.

You will work closely with cross-functional teams including Operations, Product, Data, Business, and Customer Experience to monitor operational performance, manage escalations, and drive continuous improvements across the customer journey.

The ideal candidate is operationally strong, analytical, highly organized, and passionate about delivering exceptional service in a fast-paced, app-based environment.

Key Responsibilities

Operations & Shift Management

• Support daily Control Tower operations to ensure smooth service delivery across all shifts.

• Coordinate shift planning, task delegation, and structured handovers.

• Monitor staffing coverage and operational readiness throughout the day.

• Maintain operational trackers and ensure timely escalation of unresolved issues.

• Ensure compliance with SOPs, operational guidelines, and service standards.

Team Supervision & Support

• Supervise and guide Control Tower executives and support teams.

• Provide coaching, mentoring, and operational support to team members.

• Assist in performance monitoring and continuous team development.

• Foster a customer-first and high-performance culture.

Driver & Customer Support

• Work closely with driver and operations teams to resolve operational and performance-related issues.

• Support partner bookings, VIP handling, and priority service requests.

• Assist in managing escalated customer and driver cases, disputes, and service disruptions.

Performance Monitoring & Reporting

• Monitor operational KPIs including response time, resolution rate, CSAT, NPS, and escalation trends.

• Prepare daily, weekly, and monthly operational reports for management review.

• Identify operational gaps and recommend improvement initiatives based on data insights.

Process Improvement & Collaboration

• Collaborate with Product, Data, Business, and Operations teams to improve workflows and customer experience.

• Support app and process enhancement initiatives through operational feedback and insights.

• Raise and track Jira tickets for bugs, system issues, and enhancement requests.

• Contribute to continuous improvement of SOPs and communication processes.

Escalation Management

• Act as a key escalation point for urgent operational and customer issues.

• Ensure critical cases are resolved effectively and within agreed timelines.

• Maintain accurate case documentation and operational logs within the Control Tower system.

Requirements

Qualifications & Experience

• Bachelor’s Degree or equivalent qualification.

• Minimum 3–5 years of experience in customer service, operations, CRM, or support operations.

• At least 1–2 years of experience in a supervisory or team lead role preferred.

• Experience in ride-hailing, e-commerce, logistics, mobility, or app-based industries is an advantage.

Technical Skills

• Proficient in Google Workspace, especially Google Sheets.

• Strong analytical and reporting skills with the ability to interpret operational data.

• Familiarity with Looker Studio or similar dashboard/reporting platforms is an advantage.

• Experience with Salesforce or similar CRM systems is preferred.

• Familiarity with Jira or ticketing systems is a plus.

• Strong presentation and communication skills.

What We’re Looking For

• Strong customer-first mindset with excellent stakeholder management skills.

• Proactive, detail-oriented, and highly organized.

• Strong leadership and team coordination abilities.

• Excellent problem-solving and decision-making skills.

• Ability to thrive in a fast-paced operational environment.

• Passion for operational excellence and continuous improvement.

• Good understanding of customer journey and app-based user experience.