About this role
Key Responsibilities
Daily Operations Management
- Direct the day-to-day activities of mobile response personnel across the assigned operating area.
- Monitor active field cases and ensure incidents are handled according to agreed response times and operational priorities.
- Assign team members to appropriate service zones based on demand, coverage, and fleet activity.
- Coordinate roadside support, vehicle recovery, passenger assistance, and proactive fleet monitoring.
- Ensure sufficient staffing levels for each shift.
- Confirm that team members are trained, properly equipped, and fit for duty.
- Manage shift handovers and maintain continuity between operational teams.
- Review open incidents, delays, risks, and unresolved vehicle issues throughout the shift.
Incident Leadership and Escalation
- Act as the senior operational escalation point for critical field events.
- Guide field personnel during complex vehicle, passenger, traffic, or safety situations.
- Make timely decisions regarding vehicle recovery, service interruption, escalation, and resource deployment.
- Coordinate with dispatch, remote support teams, technical personnel, fleet management, facilities teams, and other operational stakeholders.
- Support communication with emergency services, authorities, and external service providers when required.
- Lead post-incident reviews and identify corrective actions.
Team Leadership
- Provide day-to-day supervision, coaching, and performance feedback.
- Hold team members accountable for safety, response quality, reporting accuracy, and procedural compliance.
- Support recruitment, onboarding, training, and ongoing skills development.
- Identify capability gaps and arrange refresher training where needed.
- Promote a safety-focused and service-oriented team culture.
- Address attendance, conduct, and operational performance concerns in coordination with management.
Performance and Process Improvement
- Track operational performance using service levels, response times, incident outcomes, and other key metrics.
- Analyse operational data to identify recurring problems and opportunities for improvement.
- Improve response workflows, field coverage models, escalation paths, and shift processes.
- Maintain clear and auditable operational documentation.
- Prepare shift reports, incident summaries, and performance updates.
- Support the launch of new operating areas, facilities, or fleet programmes.
- Work with cross-functional teams to improve vehicle recoverability and field-support procedures.
Safety and Compliance
- Ensure field operations comply with applicable traffic, workplace safety, employment, and operational regulations.
- Confirm that vehicle inspections, incident records, training documents, and safety reports remain complete and current.
- Conduct safety briefings and reinforce correct working practices.
- Escalate hazards, policy breaches, and compliance risks.
- Support internal reviews, audits, and corrective-action plans.
Candidate Requirements
- At least six years of operational experience in mobility, logistics, fleet management, automotive services, robotics, roadside assistance, or a related field.
- Two to four years of direct people-management or shift-leadership experience.
- Experience supervising field-based, fleet-based, or mobile operational teams.
- Demonstrated success in improving processes and managing performance against measurable targets.
- Strong incident-management, escalation, or crisis-response experience.
- Working knowledge of operational safety and regulatory compliance.
- Ability to analyse performance data and apply structured problem-solving methods.
- Excellent written and verbal communication skills.
- Strong cross-functional coordination and stakeholder-management capabilities.
- Availability to work or provide escalation coverage during non-standard operating hours when required.
Preferred Qualifications
- Experience supporting autonomous vehicles, advanced mobility systems, robotics, driver-assistance technologies, or connected vehicle operations.
- Familiarity with vehicle telematics, fleet-monitoring platforms, or diagnostic systems.
- Experience launching new operating locations or scaling rapidly growing field programmes.
- Experience working in safety-critical, transport-related, or highly regulated environments.
- Experience managing external recovery, maintenance, or roadside service providers.
Core Competencies
- Operational planning and execution.
- Incident command and risk assessment.
- Team leadership and development.
- Performance and service-level management.
- Workflow design and process improvement.
- Data-informed decision-making.
- Safety and regulatory compliance.
- Clear escalation and crisis communication.
- Cross-functional stakeholder coordination.
- Ability to remain composed and decisive during high-pressure situations.