Director of Operations
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Job Description
Director of Operations joining Muvr to optimize logistics and marketplace performance for sustainable growth. Leading operational strategy and cross-functional initiatives within a fast-paced environment.
Responsibilities:
- Own and execute Muvr’s operational strategy to support rapid, sustainable growth.
- Design scalable operating models for moving, delivery, and hauling services across markets.
- Translate company goals into clear operational KPIs, dashboards, and action plans.
- Oversee driver and mover operations, including onboarding, activation, utilization, retention, and performance management.
- Improve marketplace liquidity, service-level reliability, and fulfillment rates.
- Partner with Growth and Product to balance supply and demand across geographies and time windows.
- Own end-to-end service quality, including booking accuracy, on-time performance, issue resolution, and NPS.
- Build and optimize SOPs for customer support escalation, refunds, claims, and incident management.
- Use data and customer insights to continuously improve service standards.
- Build repeatable, documented processes that reduce manual work and operational risk.
- Partner with Product and Engineering to define operational requirements, tooling, and automation.
- Evaluate and implement third-party tools and vendors to support operations at scale.
- Own operational cost structures, contribution margins, and market-level profitability.
- Partner with Finance on forecasting, budgeting, and cost optimization initiatives.
- Identify levers to improve efficiency without compromising customer or driver experience.
- Build, manage, and mentor a high-performing operations team.
- Establish clear ownership, accountability, and career development paths.
- Foster a culture of execution, continuous improvement, and customer obsession.
- Serve as the operational voice in company-wide planning and decision-making.
- Lead cross-functional projects that require tight coordination across teams.
- Act as a key operator during high-impact events, incidents, or rapid scaling moments.
Requirements:
- 8–12+ years of experience in operations, marketplace operations, logistics, mobility, or high-growth tech companies.
- Proven experience scaling operations in a fast-paced, ambiguous environment.
- Strong analytical skills with experience owning KPIs, dashboards, and unit economics.
- Demonstrated people leadership experience, including building and managing teams.
- Exceptional problem-solving, execution, and decision-making skills.
- Experience in on-demand marketplaces, logistics, mobility, or last-mile delivery (preferred).
- Background working closely with product and engineering teams (preferred).
- Experience launching or scaling operations across multiple markets (preferred).
- MBA or equivalent advanced degree (nice to have, not required).
Benefits:
- Competitive compensation
- Equity
- Benefits
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