Senior Operations Specialist (Rider Experience & Growth)
Location: These roles are part of an international hiring mandate, with positions based in Tallinn, Estonia. The Talent Partner will be based in London.
Function: Operations
About the Role
Chapter 2 is hiring for a client.
As a Senior Operations Specialist, you will own and elevate the operational excellence of key rider-facing use cases such as Airports, Scheduled Rides, Business Travel, and Premium Categories.
You will translate business needs into scalable processes and playbooks, collaborate with local operations and cross-functional teams, and drive measurable improvements in reliability, adoption, and unit economics.
This role is highly impact-driven, requiring both strategic thinking and hands-on execution to unlock growth opportunities and improve user experience across markets.
Key Responsibilities
1. Experience Design & Optimization
- Map and analyze end-to-end rider journeys
- Identify friction points and design seamless, high-quality user experiences
- Proactively mitigate risks and operational gaps
2. Playbook Development
- Build and maintain standardized global operating procedures
- Define best practices for high-priority categories (Airports, Scheduled Rides, Premium tiers)
- Ensure consistency and scalability across regions
3. Data-Driven Growth
- Identify high-impact opportunities through data analysis and cost-benefit evaluation
- Prioritize initiatives that improve adoption, revenue (GMV), and efficiency
- Translate insights into actionable strategies
4. Cross-Functional Leadership
- Act as a central coordinator across Product, Growth, Pricing, Support, and Local Ops
- Drive alignment and execution of high-impact initiatives
- Ensure timely delivery of cross-team projects
5. Performance Management
- Monitor and own key performance indicators (KPIs)
- Generate actionable insights and performance reports
- Recommend and implement improvements across global markets
6. Pilot Programs & Scaling
- Lead pilots in priority markets or cities
- Evaluate results and refine strategies
- Scale successful initiatives into global best practices
Candidate Profile
Core Capabilities
- Strong problem-solving skills with the ability to handle complex operational challenges
- High ownership mindset with proactive execution
- Strong analytical ability and comfort working with data
- Excellent communication skills, including translating insights into business narratives
- Strong program management and execution discipline
Behavioral Traits
- Self-starter with bias for action
- Results-driven with focus on measurable impact
- Strong collaborator in cross-functional environments
- Effective mentor and team builder
- Strategic thinker aligned with business outcomes