Central Operations Lead

Location: Come and join us in Barcelona! At Freenow, we shape the future of urban mobility, empowering people to move freely and helping cities thrive through smarter, sustainable choices. We are looking for a dynamic Supply Operations Lead to supercharge our central supply operations, with a razor-sharp focus on Funnel Management (Driver Acquisition & Retention) and elevating the overall Driver Experience (Engagement, Education, & Communication). In this high-impact role, you will ensure central programs are executed with absolute excellence across regions. You will champion the voice of our markets by channeling structured local feedback into global program designs, bridging local needs with scalable operational mastery to deliver world-class experiences across our diverse European footprint. YOUR DAILY ADVENTURES WILL INCLUDE: • Ownership of Supply related KPIs such as Active and New drivers, Retention, NPS and Supply volume • Act as the key interface between central and local teams, cascading priorities and frameworks while providing structured feedback on market insights, regulatory risks, and operational constraints to influence global program design, and scaling best practices across markets • Translate global strategies into clear regional plans, operating procedures, defining ownership, timelines, success metrics, and governance structures to ensure consistent execution across all markets. • Analyse driver retention performance, align stakeholders on key initiatives, and drive continuous improvement across teams • Supporting markets and Marketplace teams with engagement and acquisition initiatives to steer supply levels towards targets • Support in building and improving end-to-end communication strategies across different channels tailored specifically for our drivers and maximising retention and engagement, in collaboration with local ops, marketing and other central teams • Optimising the Driver NPS and other satisfaction metrics, by translating insights into clear actions that enhance the early driver experience, in collaboration with different stakeholders from Product, Marketing, and operations across markets • Defining and improving driver training based on needs and observed trends in collaboration with Marketing, Quality of Service, and Product • Identifying opportunities to improve the product experience for new drivers and provide prioritised, data-backed recommendations to product teams. • Designing, testing, and scaling proactive support initiatives to help new drivers succeed from day one, across their onboarding journey TO BE SUCCESSFUL IN THIS ROLE • 6 years of experience in operations management, strategy consulting, or business operations, preferably in marketplace or mobility, inc previous experience in leading people • Proven track record of scaling operations across multiple markets or business units, ideally within European contexts • Experience with process design, optimization, and cross-functional project management • Background in data analysis and using metrics to drive operational decisions • Fluent in English + Additional European languages (German, French, Portuguese, Italian, Spanish) are a plus but not mandatory BENEFITS & PERKS IN A NUTSHELL: • Flexible working arrangements • LinkedIn Learning • Sabbatical & special leave policies • WeRoad partnership • Birthday, 24th + 31st December off • Short term EU work policy • Mobility Credit • Health Insurance • Employee assistance program Plus more local benefits depending on your work location! DIVERSITY, EQUITY & INCLUSION: Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work. ABOUT FREENOW: Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app. In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?