Pagumen Tour and Travel Share Company established with a total capital investment of 4 million USD by innovative entrepreneurs who want to transform the Ethiopian tourism sector. Pagumen is going to be one of the largest tours and travel operation business in Ethiopia. It aims to be state of the art and world standard company, to satisfy customers by providing high standard services with more value for money. The company currently provides the following services specifically:-

• Tour Operation 

• Ticketing Agent 

• Car Rental and 

• Event management and commissioning services 

• Trading, and 

• One Ride meter taxi service

Brief Description: The Manager of Operation of One ride and Delivery is directly reporting to the CEO and or Director of Transport of the company. He/she is responsible for planning, organizing, directing, coordinating, and controlling the transportation of One Ride Activities. Overall the Manager Operation One ride, first and foremost, has assumed to strengthen the efficiency and effectiveness of facilitating the One ride operation relating to the customer service.

Accordingly, the job hold is expected to perform the following major duties and responsibilities. 

Operations Management:

• Oversee the daily operations of the one ride, and customer service, and revenue activities.

• Implement strategies to maximize number of daily trips, daily income and revenue per unit.

• Ensure the number of active drivers, updated application and ready call agents in the call center

• Develop objectives for the one ride day-to-day activities

• Conduct effective resource planning to maximize the productivity of resources 

• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

• Coach and provide training to personnel to maintain high customer service standards

• Monitor and improve ordering, telephone handling and other procedures

• Prepares monthly, quarterly, bi-annually and annually performance report of the department and submits to the Chief Executive Officer.

• Evaluate performance of staffs 

• Greet customers warmly and ascertain problem or reason for calling facilitate sales of all service according to the client’s needs

• Register, contact and making database of all drivers who are working with One ride technology service

• Handle the customer database is correctly segmented for targeted marketing activities, target marketing campaigns, conceived business strategies

• Keep a track of the potential customers, maintain positive business and customer relationships in the effort to extend customer lifetime value

Team Leadership and Development:

• Lead, train, and motivate a team of call center agents, drivers, mechanics, and support staff to achieve operational targets and maintain high customer service standards.

• Conduct regular performance reviews and develop performance improvement plans.

• Foster a collaborative team environment that encourages efficiency and excellence.

Customer Service Excellence:

• Enhance customer satisfaction by ensuring that excellent service standards are maintained, and customer issues are promptly resolved.

• Develop and implement customer retention strategies.

• Regularly review customer feedback to improve services and address areas of concern.

Financial Management:

• Prepare annual budgets for the ride operations and monitor financial performance against budget, adjusting as necessary.

• Manage cost control initiatives and ensure profitability of the department.

• Report financial metrics and operational performance to the CEO.

Marketing and Sales:

• Collaborate with the marketing department to develop effective marketing strategies that drive Visibility and brand awareness.

• Identify growth opportunities and strategies to increase market share.

• Participate in promotional events and campaigns to foster brand loyalty and attract, retain new individuals and corporate customers.

Compliance and Safety:

• Ensure compliance with all company policies and regulatory requirements.

• Implement safety protocols for both staff and customers.

• Manage risk effectively to minimize losses.

Job Requirements

Education:

• Master or Bachelor’s degree in Business Administration, Business Management, Marketing, or related field. (IT Certification is a plus)

Experience:

• Minimum of 5 years and above proven work experience in ride hailing company, with at least 3 years in a managerial role Ride related companies.

• Proven track record of managing a profit center and achieving operational targets.

Skills:

• Strong leadership and people management skills.

• Excellent customer service and communication skills.

• Proficient in data analysis and financial management.

• Familiarity with industry standard software systems.

Personal Attributes:

• Decision-making and problem-solving capabilities.

• Adaptable and able to handle stressful situations.

• Detail-oriented and organized.

How to Apply

 We're excited to have you apply for the Manager, Operation of One-Ride at our company! 

At Pagumen every employee is important member and has the opportunity to rise according to their ability and performance.

Pagumen Tour and Travel S.C is an equal employment opportunity organization, but qualified female candidates are highly encouraged to apply.

Interested applicants fulfilling the above requirements are invited to submit their written application and CVs with photocopies of non-returnable supporting credentials up to May 19, 2025 to the following email or physical address:

Email hr@pagumen.com and ceo@pagumen.com

  22 Haile Gebreselassie Street Comet Building 1st floor office No 107 ; Next to Axum Hotel

Tel: +251116 686062\+251930794444

Addis Ababa

Learn about us: www.pagumen.com

Don't miss this opportunity to join our dynamic and innovative team!