Regional Operations Manager – West Area

We are seeking a dynamic and experienced Regional Operations Manager – West Area to lead and oversee our ride-hailing operations across Anbar, Salah Al-Din, and Mosul .

This role is responsible for driving operational excellence, optimizing supply and demand, managing regional teams, and ensuring the successful execution of operational and commercial objectives across multiple cities.

The Regional Operations Manager will play a key role in expanding our driver network, improving customer and driver experiences, and achieving regional business KPIs.

Key Responsibilities

Regional Operations Management

• Oversee day-to-day ride-hailing operations across Anbar, Salah Al-Din, and Mosul, ensuring smooth service delivery and operational excellence.
• Develop and execute regional strategies to optimize supply and demand, minimize customer wait times, and maximize driver utilization.
• Monitor operational performance across all assigned cities and ensure consistent execution of company standards.
• Identify operational gaps and implement effective solutions to improve efficiency and service quality.

Driver Supply & Growth

• Lead driver acquisition initiatives across the region by collaborating with Driver Customer Care, Hub, Sales, and Operations teams.
• Develop strategies to increase driver supply, activation, retention, and engagement.
• Monitor driver availability and utilization across cities and identify opportunities to improve supply.
• Analyze driver acquisition and retention performance and implement corrective actions when required.

Hub & Team Management

• Manage and support multiple operational hubs across the assigned region.
• Ensure consistency in operational processes, service quality, and performance standards across all locations.
• Lead, coach, and develop Regional Operations Specialists, Hub Supervisors, and Sales Officers.
• Set clear expectations, monitor performance, and ensure accountability across regional teams.
• Conduct regular field visits to monitor team performance and operational execution.

Performance & KPI Management

• Set, monitor, and achieve regional KPIs related to:
• Driver acquisition
• Driver activation
• Supply and utilization
• Driver retention
• Customer experience
• Operational efficiency
• Align regional objectives with company OKRs and ensure successful execution of strategic initiatives.
• Analyze operational data and performance metrics to identify trends, gaps, and opportunities.
• Prepare regular operational reports and present regional performance updates to senior management.

Problem Solving & Operational Excellence

• Proactively identify operational challenges across cities and implement sustainable solutions.
• Monitor customer and driver pain points and work with relevant teams to improve their experience.
• Ensure operational issues are escalated and resolved efficiently.
• Develop and implement processes that improve productivity, service quality, and overall operational performance.

Cross-Functional Collaboration

• Collaborate closely with Customer Support, Marketing, Product, Finance, HR, Sales, and Operations teams.
• Coordinate regional initiatives, campaigns, and operational projects.
• Share market insights and field feedback to support business and product decisions.
• Ensure smooth communication and alignment between regional teams and central functions.

Compliance & Quality

• Ensure all regional operations comply with company policies, SOPs, and operational standards.
• Ensure compliance with relevant local regulations across all assigned cities.
• Monitor operational quality and take corrective action when required.
• Maintain high standards of professionalism, safety, and operational integrity.

Regional Expansion

• Support business expansion and operational launches across new locations within the region.
• Assess operational requirements and resources needed for city launches and growth.
• Build strong relationships with local stakeholders and support regional business development initiatives.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Logistics, Engineering, or a related field.
• Proven experience in Operations Management, preferably within ride-hailing, transportation, logistics, FMCG, or another fast-paced operational environment.
• Experience managing multi-site, multi-city, or regional operations is highly preferred.
• Proven experience managing and developing cross-functional or field teams.
• Strong leadership skills with the ability to drive performance and accountability.
• Strong understanding of KPI management, operational planning, and performance optimization.
• Excellent analytical and problem-solving skills with the ability to make data-driven decisions.
• Strong communication, stakeholder management, and interpersonal skills.
• Highly organized with strong time-management and prioritization abilities.
• Ability to work effectively in a fast-paced and constantly changing environment.
• Willingness and ability to travel frequently across Anbar, Salah Al-Din, and Mosul.
• Fluent in Arabic and English, both written and spoken.

Key Performance Indicators

The Regional Operations Manager Will Be Evaluated Based On

• Regional driver acquisition and activation.
• Driver supply and utilization.
• Driver retention and engagement.
• Customer wait time and service availability.
• Operational efficiency across assigned cities.
• Regional KPI and OKR achievement.
• Hub and team performance.
• Quality and consistency of operational execution.
• Successful implementation of regional initiatives and expansion projects.
• Customer and driver experience improvement.

Why Join Baly?

At Baly, You'll Have The Opportunity To

• Lead operations across Anbar, Salah Al-Din, and Mosul.
• Play a direct role in the growth and expansion of Baly's ride-hailing business.
• Work in a high-impact regional leadership position.
• Lead and develop high-performing operational teams.
• Collaborate with multiple business functions and senior leadership.
• Grow your career within one of Iraq's fastest-growing technology companies.