* Oversee and evaluate weekly operational performance across all service centers by consolidating updates from team members, identifying operational issues and trends, and providing actionable insights to support management decisions and continuous improvement.
* Monitor driver and merchant acquisition performance across service centers, tracking KPIs and analyzing daily, weekly, and monthly data to identify trends, performance gaps, and opportunities for improvement.
* Investigate factors affecting recruitment performance, conduct root-cause analysis, and coordinate with field teams to address operational challenges and improve acquisition performance.
* Prepare and maintain operational dashboards, performance reports, and management summaries to support business planning, performance reviews, and data-driven decision-making.
* Coordinate with service centers and cross-functional stakeholders to resolve operational issues, follow up on action plans, and ensure timely execution of operational initiatives.
* Monitor feedback and concerns from service centers, assess operational issues, and escalate critical matters to relevant teams for resolution.
* Conduct training sessions and provide guidance on operational procedures, reporting tools, data management, and workflow processes to support team performance and operational consistency.
* Maintain data accuracy and integrity through regular data validation, database management, and reporting processes.
* Collaborate with cross-functional teams to improve operational efficiency, service quality, and overall business performance.
* Lead and coordinate ad-hoc operational and business initiatives across service centers, including large-scale event support and MC coordination, field resource planning, new service center expansion, driver recruitment activities, location development, and local growth initiatives.
* Develop and implement digital and data-driven tools, including Google Forms and other data collection solutions, to support operational processes, recruitment activities, service center initiatives, and business projects.