Business Operations Manager

Job Description Company Description Namma Yatri is a Software as a Service (SaaS) / Mobility as a Service (MaaS) platform that enables drivers to seamlessly connect with riders, ensuring frictionless user experiences and hassle-free services for both. As a people-first platform, Namma Yatri and its family of apps including Yatri Sathi, Odisha Yatri, and Mana Yatriare transforming urban mobility. We provide cutting-edge technology at utility pricing, fostering partnerships across Samaaj (Society), Sarkaar (Government), and Bazaar (Business) while embracing open networks like ONDC. At Namma Yatri, we are expanding beyond autos to build a comprehensive multi-modal mobility ecosystem. Our goal is to create a seamless, integrated transportation network that offers commuters multiple options- Busses, Metro, Auto, Cabsensuring affordability, convenience, and accessibility. With over 2 lakh rides daily and growing global interest, Namma Yatri is leading the way in accessible, community-driven mobility solutions. About the Role Namma Yatri is looking for a dynamic Business Operations Manager to lead and scale operations across Delhi and the NCR region. This is a high-ownership role with full accountability for supply growth (driver engagement), demand generation & marketing activations, customer experience, and government liaisoning. Key Responsibilities City Operations Management: Oversee end-to-end city operations, including driver onboarding, training, availability, and service quality. Team Leadership & Execution: Lead a strong on-ground team to drive ride numbers and ensure smooth daily operational execution. Key Account Management: Regularly liaise with government stakeholders for project updates, performance reviews, and day-to-day coordination. Driver Community Engagement: Build and maintain strong relationships with driver unions and community groups to secure long-term support for Namma Yatri. Driver Issue Resolution: Actively address driver concerns to ensure Namma Yatri becomes their platform of choice. Driver Engagement Campaigns: Design and execute initiatives such as bonuses, incentives, and branding to drive supply growth. Branding & Marketing Activations: Plan and execute on-ground activities to enhance app visibility and build public trust. Cross-Functional Collaboration: Work closely with growth, tech, and central operations teams for seamless execution of initiatives. Drive the Conversion Funnel: Own accountability for customer and driver health metrics, monitor key ratios, and grow city ride counts in line with growth targets. City Launches & Expansion: Lead new city launches across the NCR region from stakeholder alignment to rapid supply ramp-up. Growth Ownership: Own and deliver core growth metrics including ride growth, retention, and overall city performance. Good to Have Prior experience in mobility, logistics, e-commerce, or govtech. Experience in driver-side operations, community building, or government liaison will be an added advantage. Key Skills & Qualities Proven ability to build business from scratch (0 to 1) and scale aggressively during the growth phase (1 to 10). Strong people skills (team management and stakeholder management). Bias for action and a hustler mindset. Excellent problem-solving and analytical capabilities. Strong communication and negotiation skills Comfortable working in fast-paced, ambiguous environments. Key KPIs Supply Growth: # of active drivers, % availability, acceptance rate. Customer Experience: Average ratings, ticket resolution time, NPS. Retention: % repeat users (both drivers and riders). Cost Efficiency: City-level cost control and operational optimization. Brand Visibility: Number of activations, city awareness metrics. City Growth: Completed rides, search-to-ride conversion rate, and trip ratings.