LiveOp Management Lead(autonomous… at Star Services… · Abu Dhabi

LiveOp Management Lead

Department: User Experience

Location: Abu Dhabi, UAE

Work Arrangement: On-site, with regular field and operation-centre presence

Reporting To: Head of User Experience

Headcount: 1

Job Summary

The LiveOp Management Lead owns the closed loop between live operations and the product, autonomous-driving and technical teams. You will build the mechanism that captures every issue arising from daily autonomous-delivery-vehicle operations, analyse and quantify those issues, translate them into clear problem statements, and drive them to resolution with the AD, Product, Technical and Operations teams. You will lead prioritisation discussions across departments, own the issue backlog and its SLA, and be accountable for measurable improvement in operational stability and user experience.

Key Responsibilities

• Build and own the end-to-end issue-management loop for live operations: intake, classification, analysis, prioritisation, resolution tracking and closure verification.
• Consolidate operational issues from all channels - field teams, Smart Drivers, call centre, customer feedback, monitoring systems and incident reports - into a single managed backlog.
• Analyse issues to identify root causes, recurring patterns and highest-impact problems; quantify frequency, business impact and affected scope with data rather than anecdote.
• Translate operational problems into clear, actionable requirements and defect reports for the AD, Product and Technical teams.
• Lead regular cross-functional prioritisation meetings with AD, Product, Technical and Operations; align on severity, ownership, target fix version and timeline.
• Track resolution progress against agreed SLAs; escalate blocked or overdue items and drive them to closure.
• Verify fixes in the live environment and confirm the issue is genuinely resolved before closing; monitor for regression.
• Define and maintain the issue taxonomy, severity criteria, escalation paths and standard operating procedures for issue handling.
• Build and maintain dashboards and regular reporting on issue volume, category distribution, resolution rate, ageing and repeat-issue rate; report to management on operational health trends.
• Identify systemic improvement opportunities from issue data and propose process, product or training changes to prevent recurrence.
• Lead, coach and review the performance of the LiveOp Management Operation team; set standards for issue quality, response time and follow-through.

Qualifications & Requirements

• Bachelor's degree in Engineering, Computer Science, Operations Management, Logistics or related disciplines.
• Proven experience in operations management, technical operations, product operations, quality management or a similar closed-loop problem-resolution role.
• Background in autonomous driving, smart mobility, logistics, last-mile delivery, robotics or technology platforms is highly desirable.
• Demonstrated ability to work between operations and engineering/product teams, and to translate field problems into technical requirements.
• Strong data analysis capability; able to structure issue data, quantify impact and build a case for prioritisation.
• Experience owning an issue/ticket backlog and driving cross-functional resolution against SLA.
• Excellent cross-team communication and influencing skills; able to align stakeholders with competing priorities.
• Experience leading or coaching a small team is preferred.
• Business-level English and Chinese (Mandarin) are both required - this role works directly with the AD and Product teams in China on issue analysis and prioritisation; Arabic is a plus.
• Proficiency in MS Office; familiarity with ticketing, BI or data-analysis tools (e.g. Jira, Excel/Power BI, SQL) is preferred.
• Valid UAE driving licence preferred; able to attend field sites as required.

Key Performance Indicators

• Issue resolution rate and average resolution cycle time
• On-time closure against SLA; backlog ageing and overdue rate
• Repeat-issue rate and reduction in recurring operational problems
• Operational stability and user-experience metrics attributable to closed issues

Compensation & Benefits

• Competitive base salary plus performance bonus
• Full benefits package according to company policy