Driver Operations Executive at FREENOW in Madrid, Madrid, Spain

Location: Madrid
Join our Driver Operations team at the heart of Freenow's taxi business in Spain. As a Driver Operations Executive, you will play a key role in growing, engaging and supporting our driver community while ensuring we deliver the best possible marketplace performance.
You will manage a portfolio of drivers and fleet partners, acting as their trusted point of contact throughout their journey with Freenow. Whether you're welcoming new drivers to the platform, helping existing partners improve their performance or promoting new initiatives, your work will have a direct impact on the growth and success of our marketplace.
Working closely with Marketplace, Product, Marketing and Central Operations teams, you will translate driver insights into actions that improve marketplace performance, operational excellence and the overall driver experience.
If you enjoy building relationships, solving problems and using data to drive operational decisions, we'd love to hear from you. Please submit your CV in English.
Onsite availability during office hours (Tuesday to Thursday, 09:00–18:30).
Travel will be required for approximately 30% of the time. Some weeks may involve no travel at all, while others may require being away for 2–4 days.

YOUR DAILY ADVENTURES WILL INCLUDE:
Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.
Building and managing driver and fleet partner relationships through regular communication and proactive outreach, helping solve operational issues and serving as the primary escalation point for complex 2nd-level support cases via Zendesk.
Tracking driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency.
Supporting driver acquisition and onboarding to ensure a seamless journey from initial registration to their first completed trips.
Driving platform adoption and feature engagement while gathering actionable driver feedback to continuously inform operational improvements.
Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects and roll out new marketplace tools.
Monitoring market trends, competitor activity, regulatory developments and operational data to produce actionable performance reports and drive KPI growth.

TO BE SUCCESSFUL IN THIS ROLE:
You genuinely enjoy building long-lasting relationships and working closely with people.
You take ownership of operational challenges in a fast-paced environment, proactively managing competing priorities to continuously optimize processes and elevate the driver experience.
You are customer-centric while maintaining a strong commercial and operational mindset.
You are comfortable proactively engaging with drivers and fleet partners through regular communication and outreach.
You are analytical and use data to prioritize actions, identify opportunities and measure impact.
You communicate clearly and influence stakeholders with confidence in Spanish and English.
You have good knowledge of Google Workspace or Microsoft Office. Experience with CRM, Zendesk or BI tools is a plus.
Previous experience in Operations, Marketplace Operations, Customer Success, Sales, Community Management or Account Management is a plus.

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?