About Uride Technologies Inc.

At Uride, we're on a mission to empower underserved communities around the world by creating a marketplace that connects people in rural areas with essential services, starting with ridesharing. With operations in over 20 cities across the country, Uride is Canada’s fastest growing ridesharing company, providing over a million rides annually. Preparing for international expansion, our vision goes beyond transportation; we aim to become the leading platform for local entrepreneurs to launch service-based businesses, creating an ecosystem that benefits everyone.

We are a diverse and dynamic team that is focused on driving growth forward through innovation, open communication, and team based collaboration. We believe in solving problems together with positivity and integrity, and we've created a culture where everyone feels comfortable being themselves.

As a fully remote team with a start-up-like mindset, we value hard work and a proactive approach. If you are someone who enjoys finding solutions, implementing improvements, spearheading new initiatives and continuous opportunities for growth, you'll love it here! 

About the role

As our first Central Strategy & Operations Manager, you will be instrumental in scaling our core operational teams. You will be responsible for building and overseeing: Driver Recruitment, Dispatch, and Customer Support. These functionals are critical in Uride’s mission of bringing essential services to underserved communities. In this role, you will work with Operations, Marketing, Product, and Finance, aligning teams while executing initiatives across departments to continuously improve our customer experience across support and driver recruitment. 

What you'll do

Oversee and manage Uride’s core services—Driver Recruitment, Dispatch, and Customer Support—to support the growth across our markets.

• Develop and hone Uride’s customer service strategy to minimize service disruptions, elevate overall customer experience, while remaining efficient; leveraging a mix of technology solutions and overseas workforce 
• Establish and manage a dedicated customer service team. Coach, and mentor the customer support service to ensure high performance and professional growth.
• Build procedures around critical customer support escalations, ensuring the team makes sound decisions under pressure, escalates when necessary, and resolves issues with speed and empathy.
• Lead the driver recruitment team, developing best practices to improve funnel conversion and accelerate onboarding across cities with varying regulatory requirements. 
• Partner with regional operations to understand driver supply constraints, growth objectives, and how best to meet driver targets efficiently and effectively 
• Improve existing KPIs across departments and develop additional performance metrics that align with Uride's strategic objectives
• Collaborate with cross-functional teams to streamline the onboarding process for new drivers which is core to Uride’s growth strategy
• Identify and implement technological solutions, including AI, ticketing systems, internal dashboards, and influencing Uride’s technology roadmap 
• Align efforts across Technology, Product, Marketing, and Finance to ensure cohesive, data-driven decisions.

Qualifications

• 4+ years in strategic and operational roles within start-ups or fast-growing organizations, with a track record of scaling processes and tools across teams
• Data-driven mindset with proficiency in tools such as Google Sheets, experience with Zendesk, Intercom, and SQL is considered an asset, but not required
• Exceptional communication skills with a proven ability to build consensus and foster collaboration across diverse teams.
• Experience working in cross-functional environments and the capacity to drive alignment on key initiatives.
• Ability to harness data insights to make informed decisions and drive operational improvements.
• Comfortable working in a dynamic start-up environment, challenging the status quo and continually seeking ways to raise the bar.
• A genuine desire to make a difference in the lives of customers and communities.
• Embraces challenges with a positive outlook, consistently identifying creative solutions and rallying teams to drive success.