Lalamove

On-demand last-mile delivery platform

Lead Market Operations - Service Quality

Business OperationsConfirmed live in the last 24 hours

Full-timeHong KongNo salary listedIn-person

About the Job

Requirements

At least 5 years of experience in Operations or Platform Governance within a high-growth marketplace, such as logistics, food delivery, or ride-hailing.
Strong stakeholder management and project management experience to drive and influence cross-functional projects.
High proficiency in English and the ability to communicate complex problems as actionable plans across different regions.
Analytical, data-driven, comfortable using data, curious about facts, able to empathize with stakeholders from diverse backgrounds, and willing to investigate root causes.
Ability to champion new processes from planning through completion.
Positive, passionate, proactive, self-initiating, and attentive to detail.

Responsibilities

Review assigned individual market performance in Driver Management.
Work with cross-functional teams, including Driver Operations and Platform Growth, to ensure sufficient quality supply.
Equip local market teams with standardized compliance playbooks and infraction governance protocols, ensuring consistent regional execution while supporting local operational nuances and protecting brand reputation.
Support the strategy team in defining the Service Quality framework by providing feedback from the markets.

Desired Qualifications

Immediate availability is preferred.
Candidates with less experience may be considered for a Senior Associate position.

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer a lightning-fast, seamless way to book delivery and moving services—anytime, anywhere. As a leading global on-demand delivery platform, we facilitate millions of orders daily by empowering a vast network of delivery partners. With a global workforce of 1,500+ and scaling at an extraordinary pace, we are seeking a Lead, Market Operations (Service Quality) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe.

The Role

Reporting directly to the Director, Driver Service Management, you will oversee the operational excellence and driver service strategies across multiple key markets. You will act as the vital bridge between local market teams and functional departments in Hong Kong, ensuring that Driver Service Management frameworks and strategies align with Lalamove’s growth objectives. This is a high-impact role requiring a balance of operational grit, data-driven decision-making, and cross-border leadership to build a best-in-class driver experience.

What you'll do:

Review assigned individual market performance in terms of Driver Management

Work with cross functional teams like Driver Operations and Platform Growth to ensure sufficient quality supply

Equip local market teams with standardized compliance playbooks and infraction governance protocols, ensuring consistent regional execution while supporting local operational nuances and protecting brand reputation.

Support the strategy team in defining Service Quality framework by providing feedback from the markets

What you'll do:

5 years+ of experience in Operations or Platform Governance within a high-growth marketplace (e.g. Logistics, Food Delivery, or Ride-hailing)

Strong stakeholder management and project management experience to drive and influence the success of cross-functional projects

High proficiency in English and strong communication skills to translate complex problems into actionable plans across different regions

Analytical and data-driven, must be comfortable using data and curious about facts, able to empathize with stakeholders from diverse backgrounds, and willing to dig deep and understand underlying root causes

Ability to champion new processes from plan to close

Positive, passionate, proactive, highly self-initiative, and attentive to details

Candidate with less experience will be considered for Senior Associate position.

Immediate availability is preferred

About the Company

Lalamove

On-demand last-mile delivery platform

Lalamove is a technology-driven logistics platform that provides on-demand last-mile delivery in urban areas across Asia and the Americas. Its mobile app connects individuals and businesses with a network of drivers to handle fast or scheduled deliveries, ranging from small parcels to bulky items. Deliveries are priced based on distance, weight, and optional services like multiple stops. The service targets a wide range of customers, from individuals to small businesses and large enterprises, and aims to offer a seamless, efficient delivery experience by leveraging its driver network and digital platform.

Company size: 5,001-10,000
Company stage: Series F
Total funding: $2.5B
Headquarters: Sham Shui Po District, Hong Kong
Founded: 2013

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