Pilot/Driver Operations Manager at Shuttlers

Job Description

• At Shuttlers, our pilots are the heartbeat of our service. We are seeking a Pilot Operations Manager who values people as much as they do mobility. In this role, you will lead our pilots from their very first interview through to their daily routes. You won't just manage pilots, you will mentor a team. 
• You will run the Shuttlers Pilot Academy, handle recruitment, and ensure every pilot is compliant and fully supported. We need someone who can build a community where pilots feel valued, trained, and motivated to deliver a great experience for our commuters.

Key Responsibilities

Pilot Acquisition & Onboarding

• Recruitment Strategy: Design and execute a robust recruitment strategy to ensure a healthy, consistent funnel of qualified pilots to meet demand.
• Onboarding Revamp: Completely overhaul and streamline the pilot onboarding experience. Ensure it is efficient, welcoming, and sets the tone for professionalism from the very first day.
• Pilot Branding: Champion "Pilot Branding" initiatives to position Shuttlers as the platform of choice for professional drivers.

The Pilot Academy & Training

• Academy Management: Lead the Shuttlers Pilot Academy. Develop and standardize training curriculum covering defensive driving, technology and app usage, customer service, and soft skills.
• Continuous Education: Implement ongoing training schedules and refresher courses to ensure personal professional growth for pilots.
• Tooling: Ensure all pilots are equipped with the necessary tools (hardware, apps, uniforms) to perform their duties effectively.
• Performance Management & Service Excellence
• Service Quality: Drive service excellence by monitoring key metrics (punctuality, cleanliness, user ratings, OTP, tracking, and app compliance).
• Performance Reviews: Implement a performance management system that celebrates top performers and manages under-performance through corrective training or disciplinary measures.
• Operational Support: Serve as the escalation point for pilot-related operational issues during service hours.

Pilot Welfare, Retention & Experience

• Retention Strategy: Develop retention programs to reduce churn. Create a sense of community and loyalty among the pilots.
• Welfare & Growth: Oversee pilot welfare initiatives (benefits, health, safety) and create pathways for their personal growth and financial stability.
• Relationship Management: Act as the primary advocate for pilots, managing the relationship between them and their partners with empathy and fairness.

Compliance & Documentation

• Verification: Serve as the gatekeeper for quality, rigorous background checks to ensure only qualified pilots make it to the Shuttlers platform.
• Documentation Lifecycle: Manage the database of pilot documentation (Licenses, LASDRI, Permits, etc.).
• Renewals: Proactively support pilots in the renewal process of their documents to ensure zero downtime due to expired papers.

Requirements

• Experience: Minimum of 5 years of relevant experience in Logistics, Ride-Hailing, Fleet
• Management, or Mobility Operations and Management
• Driver Training Expertise: Proven experience in designing or managing driver training programs/academies.
• Relationship Management: Strong background in managing blue-collar workforce relationships with high emotional intelligence.
• Regulatory Knowledge: Deep understanding of local transport laws, traffic regulations, and required documentation for commercial drivers.
• Tech Savvy: Comfortable using fleet management software, data analytics tools, and mobile applications.

Ideal Candidate Profile

• The Operator: You love processes and can ensure documentation and compliance never slip through the cracks.
• The Coach: You are passionate about upskilling people and treating drivers with dignity and respect.
• The Problem Solver: You can handle high-pressure situations and resolve conflicts between pilots and the platform quickly.