Driver Operations Lead
Contract Length: 12-Month Contract (Renewable Every 12 Months)
Location: 100% Remote (US)
About MarkJames Search
MarkJames Search is a global talent and workforce solutions provider, delivering innovative contingent workforce strategies to leading technology and engineering companies.
As part of our partnership with a leading enterprise technology company, we manage a fleet of drivers responsible for mapping territories across Europe.
We are seeking a highly organised and proactive Driver Operations Lead to oversee a dedicated pool of 25+ drivers, ensuring operational excellence, outstanding driver engagement, and exceptional client service. This is a fast-paced role that requires strong communication skills, ownership, accountability, and the ability to build trusted relationships with both drivers and clients.
A significant proportion of your day will be spent communicating directly with drivers via phone, video calls, and messaging platforms, as well as participating in client-facing meetings and providing operational updates to key stakeholders.
Key Responsibilities
- Driver Management & Engagement
- Take full ownership of a dedicated pool of 25+ drivers operating across multiple territories.
- Build strong working relationships with drivers through regular communication, coaching, and performance management.
- Conduct daily check-ins with drivers to monitor activity, address challenges, and ensure mapping targets are achieved.
- Act as the primary point of contact for drivers, providing guidance, support, and issue resolution.
- Proactively identify performance concerns and implement corrective action plans where required.
- Ensure drivers remain engaged, motivated, compliant, and productive throughout their assignments.
Client Relationship Management
- Serve as the primary operational contact for client queries relating to your assigned driver population.
- Take ownership of providing regular updates to clients regarding driver performance, attendance, scheduling, productivity, and operational issues.
- Participate in client-facing meetings, operational reviews, and performance discussions.
- Build strong relationships with client stakeholders through proactive communication and timely issue resolution.
- Escalate risks, challenges, and opportunities while presenting solutions and recommendations.
- Deliver a high level of customer service and responsiveness to both internal and external stakeholders.
Operational Performance
- Monitor driver productivity, quality metrics, and mapping targets on a daily basis.
- Ensure drivers are meeting both client expectations and operational KPIs.
- Analyse performance trends and identify opportunities to improve efficiency and productivity.
- Create and maintain clear operational reports, dashboards, and performance summaries.
- Track attendance, utilisation, route completion, and overall operational performance.
Logistics & Coordination
- Coordinate driver schedules, territory coverage, travel arrangements, and accommodation requirements where necessary.
- Manage operational changes and ensure seamless communication between drivers and clients.
- Support onboarding activities and ensure drivers have the tools and information required to perform successfully.
- Collaborate with internal teams to ensure smooth workforce operations and service delivery.
Requirements
- Previous experience managing field-based employees, drivers, contractors, technicians, or operational workforces.
- Proven ability to manage a workforce population of 25+ individuals simultaneously.
- Strong client-facing experience with confidence leading operational discussions and stakeholder meetings.
- Excellent verbal communication skills and a willingness to spend a significant portion of the day on calls with drivers and clients.
- Demonstrated ability to build relationships, influence outcomes, and resolve issues proactively.
- Experience working within transport, fleet management, logistics, workforce management, field operations, or related environments.
- Strong analytical skills with the ability to monitor performance metrics and identify improvement opportunities.
- Highly organised with exceptional time management and prioritisation skills.
- Comfortable working independently in a remote environment while managing multiple priorities.
- Advanced proficiency in Excel, Google Workspace, and operational tracking systems.
What Success Looks Like
- Successfully managing and supporting a dedicated pool of 25+ drivers.
- Maintaining high levels of driver engagement, retention, and productivity.
- Delivering timely and accurate updates to clients and internal stakeholders.
- Building trusted relationships with both drivers and clients.
- Consistently achieving operational KPIs and service-level expectations.
- Identifying and implementing improvements that enhance fleet performance and customer satisfaction.