Senior Associate, 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 **Senior Associate, 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 **Manager, Driver Service Management**, you will be responsible for driving market success and operational excellence across local driver partner communities. You will serve as the hands-on liaison between global driver service initiatives and local market teams, ensuring that driver service quality, support workflows, and engagement strategies are executed seamlessly on the ground. This role requires a balance of operational grit, cross-border coordination, and a champion mindset to resolve frontline friction and continuously elevate the driver experience. - **Core Focus:** Local Market Success ### What You'll Do: - **Track & Analyze Market Performance:** Monitor day-to-day driver management metrics across assigned markets, identifying operational bottlenecks, service gaps, and opportunities for driver experience enhancement. - **Enable Local Execution & Compliance:** Assist in deploying standardized compliance playbooks, infraction governance frameworks, and service quality protocols to local teams, ensuring consistent regional standards while respecting local market dynamics. - **Support Cross-Functional Synergy:** Collaborate closely with local Driver Operations and Platform Growth teams to help align supply quality and driver retention efforts with regional growth targets. - **Gather Frontline Insights:** Act as a feedback channel between on-the-ground market operations and the central Strategy team, delivering local insights to refine broader driver service policies and quality frameworks. - **Drive Operational Projects:** Help manage cross-functional projects from planning to execution, ensuring clear documentation, timely deliverables, and smooth process rollouts across regions. ### What you'll need: - 3+ years of experience in Operations, Market Operations, or Platform Governance within a high-growth marketplace (e.g., Logistics, On-Demand Delivery, or Ride-hailing). - Strong analytical mindset with proficiency in using operational data to diagnose root causes and track key performance indicators. - Solid project management and organizational skills, with a track record of driving cross-functional initiatives to completion. - Excellent communication and interpersonal skills in English to effectively coordinate with diverse, cross-border teams. - Hands-on attitude with a proactive, detail-oriented approach to problem-solving. - High empathy for delivery partners and local market nuances. - Immediate availability is highly preferred.