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