Head Of Global Operations
CurrentIn my role as the Head of Global Operations at Jayride, I lead and oversee critical teams, including Customer Service, Transport, Training, Revenue Optimisation, and Workforce Management. These teams are responsible for a diverse range of functions, such as customer service, account management, business development, sales, transport data support, data analysis, training, and onboarding.I have driving significant operational improvements through:◦ Cost Efficiency: Partnered with product and technology teams to enhance internal tools, resulting in a 50% reduction in customer service costs over two years, which has enabled greater scalability.◦ Customer Satisfaction: Established a dedicated training team, introduced KPI tracking, and developed QA functions that have significantly boosted customer satisfaction.◦ Process Improvement: Spearheaded initiatives that reduced the incident rate by over 50%, ensuring travellers reach their destinations smoothly.◦ Cost Management: Successfully engaged with SaaS vendors to renegotiate contracts, cutting annual spending by 46%.◦ Technology Implementation: Led multiple change projects focused on the adoption of improved internal tooling, further optimising operational efficiency.Collaborating closely with the Jayride leadership team, I provide clear planning, strategic direction, and budget control, empowering both my team and the broader organisation. As of August 2024, I oversee five direct reports and a team of 40, all committed to driving operational excellence, delivering outstanding customer outcomes, and ensuring Jayride's continued growth and success.
