Director of Rider Operations

YOUR MISSION AT VOI

As the Director of Rider Operations, you will report directly to our Chief Business Officer and play a key role in shaping the strategy and performance of all rider-facing efforts at Voi. In this role, you will be part of the Business Leadership Team, overseeing the Rider Operations organisation and acting as the voice of the customer across the company. You will drive alignment, prioritisation and performance across rider-focused initiatives, with direct impact on customer experience, growth and commercial outcomes globally and locally. This will include:

• Driving global rider growth, retention and overall performance through ownership of the rider strategy, budget, forecasting, goal-setting and governance across the Rider organisation, including Commercial Optimisation, Customer Experience, Rider Experience and Growth, and overall rider KPI performance.
• Orchestrating and aligning rider-focused investments across functions, setting clear priorities that drive sustainable and cost-efficient growth across markets.
• Shaping the frameworks, metrics and ways of working that enable data-informed decision making and continuous improvement across user base development, rider compliance and customer experience.
• Acting as the voice of the customer in cross-functional prioritisation and decision making (e.g. product, data, engineering), influencing roadmaps and strategic direction across the organisation.
• Guiding, coaching and supporting your managers and teams, building a strong, high-performing and inclusive organisation aligned around clear goals and direction.
• Partnering with the executive team and senior stakeholders to shape company-wide strategy and support the next phase of growth for Voi.

WHAT YOU NEED TO EMBARK

We are looking for a commercial and analytical leader with the ability to collaborate across multiple stakeholders and take ownership of delivering impact in a fast-paced, dynamic organisation. In addition to being fluent in English, we believe the right person has:

• A Bachelor degree within business, economics, engineering or similar.
• 10+ years of experience within business management, operations, strategy or similar.
• Experience from driving large-scale, cross-functional improvement projects and delivering results against ambitious plans.
• Experience of managing multidisciplinary and distributed teams, with experience managing managers considered a merit.
• Ability to take a hands-on approach when needed and demonstrate strong ownership and initiative.
• Strong track record of focusing on the end customer experience, connecting insights from the street to strategic priorities and investments.
• Experience using AI in a role-specific context, with a focus on continuously improving output quality.

Don't meet every requirement? If you are excited about this role and our mission, and have relevant, transferable skills, we encourage you to apply - even if you don't check every box.

WHY VOI?

Working at Voi is more than just a job; Our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you'll have the opportunity to:

• Join Europe's #1 micromobility company and one of the fastest growing scaleups.
• Get "skin in the game" through our employee options program and have end-to-end responsibility for user base development, rider compliance and customer experience across all markets.
• Support managers leading high-performing teams, and collaborate with inspiring, motivated and fun colleagues working towards a common goal.
• Join the micromobility revolution and be a part of creating sustainable cities made for living, free from noise and pollution.