Manager - Driver Onboarding Operations

Manager, Driver Onboarding Operations

About the Role

JoyRide is looking for an organized, analytical, and execution-focused Manager, Driver Onboarding Operations to lead onboarding across 2-wheel and 4-wheel verticals.

Reporting directly to Management, you will own onboarding performance, processes, people, data, and operating standards. You will be responsible for setting clear direction, ensuring teams follow established standards, and adjusting operations quickly as business needs change.

This role requires someone who stays close to the operation, understands the different onboarding processes in detail, and can troubleshoot issues, make sound decisions, and drive teams to execute.

Key Responsibilities

• Own end-to-end driver onboarding performance across 2W and 4W verticals.
• Establish, implement, and continuously improve onboarding procedures, workflows, controls, and standards.
• Set clear expectations across onboarding teams and ensure procedures, rules, productivity standards, and targets are consistently followed.
• Lead, train, and monitor onboarding teams; set clear expectations and ensure standards, productivity, and targets are met.
• Troubleshoot operational issues, process gaps, and data discrepancies by personally investigating root causes and driving corrective actions.
• Plan schedules and manpower based on workload and business priorities; identify staffing needs and deploy resources where needed.
• Monitor key onboarding metrics including application volumes, approval rates, turnaround time, backlog, drop-off, conversion, and team productivity.
• Maintain accurate and organized onboarding data, including cleaning, scrubbing, reconciling, and maintaining trackers and records.
• Analyze performance to identify opportunities to improve processes, productivity, conversion, and overall onboarding numbers.
• Identify driver and operational pain points and work with Product, Marketing, Driver Acquisition, and other teams to resolve them.
• Oversee onboarding activities across offices, satellite locations, and off-site activities, as well as other special projects as needed.
• Provide Management with clear visibility into performance, issues, risks, and areas for improvement.

Qualifications

• 7+ years of relevant experience in operations, onboarding, marketplace operations, logistics, mobility, fintech, e-commerce, BPO, or other high-volume operations.
• 3-5+ years of experience leading teams, supervisors, or multi-site operations.
• Strong and decisive people leader who can establish clear direction, enforce standards consistently, and hold teams accountable.
• Able to assess situations quickly, make sound decisions, and adapt execution as needed.
• Excellent troubleshooting and problem-solving skills; able to personally investigate issues, identify root causes, and drive solutions through to resolution.
• Highly organized, analytical, and comfortable working directly with operational data, Excel/Google Sheets, trackers, and dashboards.
• Process-oriented with a continuous improvement mindset; able to establish structure while adapting and pivoting quickly when needed.
• Detail-oriented and thorough without losing speed or sense of urgency.
• Proactive and resourceful, with the ability to quickly organize people, processes, and resources effectively.
• Clear and effective communicator who can work effectively with drivers, frontline teams, Management, and cross-functional departments.