How exactly you can influence the developmentof the Company:

● researching, developing, and implementing new tools and strategies for working with fleet partners● coordinating the work of the Fleet Support team, including resource planning, workload management, SLA compliance, KPI tracking, and service quality control● conducting 1-on-1 meetings, mentoring, developing team members, and evaluating their performance● analyzing, optimizing, and automating operational processes to improve team efficiency● ensuring the relevance of working materials: knowledge bases, instructions, procedures, documentation, websites, and communication templates● preparing analytics, reports, and dashboards to monitor business metrics and support data-driven decision-making● participating in strategic planning for the Fleets direction and launching initiatives to grow the partner network● contributing to cross-functional projects with Product, CRM, BI/Analytics, Legal, Finance, Operations, and other teams● analyzing the market, competitors, and partner experience to identify new growth opportunities for the Fleets direction● initiating and testing hypotheses to improve partner experience, as well as fleet acquisition and retention strategies

Challenges for six months:

● implementing improvements in key Fleet Support/Fleets processes to increase the team’s speed, quality, and operational predictability.Expected outcomes:- key operational processes are optimized; - the number of manual and duplicate activities is reduced; - procedures, instructions, scripts, and operating standards are updated; - a unified approach to handling partner requests is implemented● building a transparent framework for measuring team performance and partner service quality.Expected outcomes:- key team KPIs and SLAs are defined and implemented; - regular performance monitoring is established; - a clear mechanism for addressing deviations is in place● improving team effectiveness through better workload distribution, stronger focus on outcomes, and competency development.Expected outcomes:- a regular management cadence is established, including 1-on-1s, team meetings, performance reviews, and task monitoring; - individual development areas for teammates are identified; - accountability and ownership within the team are improved● developing a growth plan for the direction based on an analysis of processes, team performance, partners, market conditions, and business metrics.Expected outcomes:- an assessment of the operational effectiveness of the direction is completed; - the market, competitors, and partner needs are analyzed; - key growth areas are identified; - a 6–12-month roadmap of initiatives is created; - requirements for resources, team structure, tools, and automation solutions, including low-code and AI-based solutions, are defined

To achieve the results, you will need:

● experience in managing an operations or support team, including resource planning, workload management, task assignment, and monitoring of SLAs and KPIs● experience in managing customer or partner support services, including the development and implementation of service quality standards● hands-on experience in communication quality control, including call, chat, and ticket audits, as well as working with scripts, checklists, and service standards● experience in working with CRM systems, ticketing platforms, telephony systems, knowledge bases, and other customer request management tools● the ability to document, implement, and optimize operational processes, procedures, instructions, and working guidelines● strong data analysis skills, including Google Sheets/Excel, dashboards, basic BI analytics, reporting, and business metrics analysis● project management experience, including task decomposition, milestone planning, deadline management, stakeholder coordination, and results evaluation● the ability to analyze processes from three perspectives: customer/partner, business, and team● English proficiency at Upper-Intermediate level

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation