Lead, Market Operations (Service Quality)

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer a lightning-fast, seamless way to book delivery and moving services—anytime, anywhere. As a leading global on-demand delivery platform, we facilitate millions of orders daily by empowering a vast network of delivery partners. With a global workforce of 1,500+ and scaling at an extraordinary pace, we are seeking a **Lead****, Market Operations (Service Quality)** to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe. **The Role** Reporting directly to the **Director, Driver Service Management**, you will oversee the operational excellence and driver service strategies across multiple key markets. You will act as the vital bridge between local market teams and functional departments in Hong Kong, ensuring that Driver Service Management frameworks and strategies align with Lalamove’s growth objectives. This is a high-impact role requiring a balance of operational grit, data-driven decision-making, and cross-border leadership to build a best-in-class driver experience. ### What you'll do: - Review assigned individual market performance in terms of Driver Management - Work with cross functional teams like Driver Operations and Platform Growth to ensure sufficient quality supply - Equip local market teams with standardized compliance playbooks and infraction governance protocols, ensuring consistent regional execution while supporting local operational nuances and protecting brand reputation. - Support the strategy team in defining Service Quality framework by providing feedback from the markets ### What you'll do: - 5 years+ of experience in Operations or Platform Governance within a high-growth marketplace (e.g. Logistics, Food Delivery, or Ride-hailing) - Strong stakeholder management and project management experience to drive and influence the success of cross-functional projects - High proficiency in English and strong communication skills to translate complex problems into actionable plans across different regions - Analytical and data-driven, must be comfortable using data and curious about facts, able to empathize with stakeholders from diverse backgrounds, and willing to dig deep and understand underlying root causes - Ability to champion new processes from plan to close - Positive, passionate, proactive, highly self-initiative, and attentive to details - **Candidate with less experience will be considered for Senior Associate position.** - Immediate availability is preferred