Training & Onboarding Manager at Gamma Mobility

Position Summary

• As the Training and Onboarding Manager, you will lead and oversee onboarding and training operations for gig workers across Gamma Mobility’s active cities in Nigeria. This includes managing ride tests, training execution, and deployment readiness while coordinating with platform partners to ensure our riders are set up for long-term success. You’ll build and scale onboarding frameworks, lead a high-performing team, and drive continuous improvements in rider experience, platform activation, and operational efficiency. You’ll lead strategy and implementation of ride tests, training logistics, and deployment coordination to ensure every new customer begins their journey fully equipped, prepared and confident. If you’re a systems-thinker, passionate about empowering people with tools and knowledge, and enjoy working at the intersection of process, people, and performance, this role is for you.

Roles and Responsibilities

Training & Onboarding Operations

• Own and manage the entire onboarding funnel from post-verification to successful deployment, ensuring timely and high-quality customer experience.
• Design, standardise, and continuously improve onboarding and training play books across cities and customer segments
• Manage ride test and training operations, including coordination of test routes, facilitators, venues, and feedback loops.
• Work closely with different internal teams to ensure smooth customer handoff and a seamless flow between ride testing, verification, training, onboarding, final deployment and off boarding
• Monitor and analyse key onboarding metrics such as ride test volume, conversion rate, training attendance, deployment timelines, and customer satisfaction scores.
• Track field expenses related to onboarding (fuel, data, training logistics) and implement systems to optimize cost-per-deployment.

Platform Driver Onboarding

• Deliver platform-specific onboarding for ride-hailing partners, educating riders on performance expectations, earning models, and safety protocols.
• Track platform activation rates post-onboarding and collaborate with partners to improve conversion and rider support systems.

Team Leadership & Process Optimization

• Lead and manage a growing team of Onboarding Officers across multiple locations, including hiring, coaching, setting KPIs, and driving accountability.
• Conduct regular onboarding and off boarding audits among your team and identify bottlenecks or drop-offs in the process; propose and execute solutions.
• Provide routine reports to management with insights, trends, risks, and suggestions to improve rider onboarding performance.
• Collaborate with Product, Operations, and Community teams to align onboarding practices with platform updates, operational processes, and evolving customer needs.

Requirements

• Bachelor’s degree in Business Administration, Operations, Education, or a related field.
• 4+ years experience in onboarding, training, customer success, or field operations, ideally in fintech, mobility, or logistics.
• Proven ability to manage distributed teams and execute training programs across multiple locations.
• Strong operational mindset with a track record of designing and improving people-centered processes.
• Excellent communication skills, strong interpersonal and facilitation skills, especially in training, coaching, and performance management with diverse gig workers, trainers, and internal teams.
• Proficiency in Google Workspace (Sheets, Slides, Forms), and comfortable managing training trackers, onboarding checklists, and cost logs.
• Comfortable analyzing data to inform decisions, optimize resource use, and report on performance metrics
• Familiarity with ride-hailing platforms and the ability to train customers on platform-specific requirements.
• Highly organized, proactive, and adaptable; able to multitask in a fast-paced, dynamic field environment.
• Willing to travel to support field teams and ensure consistency in onboarding experience.