Role Description:
This is a full-time, on-site role for a General Manager – Operations (B2C), based in Mumbai. As the GM – Operations, you will be responsible for overseeing the day-to-day operations and performance of Faze’s B2C fleet operations, including our Uber Black operations. The role involves managing the entire B2C fleet of electric vehicles and leading a team of supervisors responsible for providing 24/7 operational support. You will be responsible for ensuring high fleet utilization, strong vehicle uptime, operational efficiency, driver discipline, and exceptional customer experience standards. The role requires constant monitoring and analysis of operational metrics and platform performance data to identify areas for improvement and implement corrective actions. You will work closely with senior management to optimize fleet deployment, improve operating processes, maintain brand standards, and support the growth of Faze’s B2C vertical.
Key Responsibilities:
1. Oversee the daily operations of Faze’s B2C and Uber Black fleet
2. Manage and lead supervisors responsible for 24/7 fleet support operations
3. Monitor and improve operational KPIs, including
4. Analyze operational and platform performance data to drive improvements:
Fleet utilization
Vehicle uptime
Driver performance
Acceptance and cancellation rates
Revenue / Expenses
5. Ensure proper rostering, driver deployment, and shift management
6. Handle escalations involving customers, drivers, and platform-related issues
7. Maintain high standards of vehicle quality, chauffeur grooming, and service delivery
8. Work closely with Uber account managers and platform teams
9. Develop and improve operational SOPs and reporting structures
10. Support hiring, onboarding, training, and retention of drivers and supervisors
Qualifications & Experience
- Minimum 7 years of experience in mobility, transportation, fleet management, or ride-hailing operation
- Prior experience managing operations on platforms such as Uber, Ola, Rapido, BluSmart, or similar mobility businesses
- Strong understanding of fleet operations, driver management, and utilization planning
- Experience managing large teams and 24/7 operational environments
- Strong analytical and problem-solving skills with proficiency in Excel
- Ability to work in high-pressure, fast-paced operational environments
- Strong communication and leadership skills
- Proficiency in English, Hindi, and Marathi
- Bachelor’s degree in Business Administration, Management, or a related field preferred
