Depot Director

Company: GSM - Green SM

About GSM Kazakhstan
GSM Kazakhstan is a member of Green and Smart Mobility (GSM Global), a pioneering technology-driven transportation company committed to promoting sustainable mobility solutions. As part of a rapidly growing international ecosystem, GSM Kazakhstan delivers customer-centric transportation services while leveraging innovative technologies to enhance service quality and operational excellence.
Job Purpose
Lead and manage the depot operations to ensure safe, efficient, and high-quality execution of ride-hailing services. The role is accountable for operational performance, driver supply and engagement, depot profitability, compliance, customer experience, and continuous operational improvement while leading cross-functional teams to achieve business objectives.
Key Responsibilities
Operational Leadership
* Own the overall operational performance of the assigned depot(s), ensuring service excellence and operational efficiency.
* Develop and execute depot operational plans aligned with company strategy and business targets.
* Monitor daily operations, ensuring smooth execution across driver operations, fleet activities, customer support coordination, and frontline teams.
* Ensure depot readiness, capacity planning, and operational continuity.
Performance Management
* Own depot KPIs including: Driver supply and utilization, Trip fulfillment rate, Service quality, Customer satisfaction, Driver satisfaction and retention, Safety performance, Operational productivity, Cost efficiency
* Analyze operational data and implement improvement initiatives to achieve performance targets.
* Conduct regular business reviews and operational performance meetings.
Driver Operations & Engagement
* Ensure healthy driver acquisition, onboarding, activation, retention, and engagement.
* Oversee driver support and issue resolution.
* Build strong relationships with driver communities to improve satisfaction and loyalty.
* Partner with Driver Engagement teams to execute engagement initiatives and improve driver experience.
People Leadership
* Lead, coach, and develop Operations Supervisors, Team Leads, and support teams.
* Drive a high-performance culture focused on accountability, collaboration, and continuous improvement.
* Manage workforce planning, recruitment support, succession planning, and capability development.
* Conduct performance reviews and provide coaching for team members.
Compliance & Risk Management
* Ensure full compliance with company SOPs, operational standards, and local regulations.
* Oversee depot safety management and incident response.
* Lead investigations into operational incidents and implement corrective actions.
* Ensure audit readiness and compliance with internal governance policies.
Financial & Resource Management
* Manage depot operating budget and resource allocation.
* Optimize operational costs while maintaining service quality.
* Monitor inventory, facilities, equipment, and depot assets.
* Identify opportunities for process automation and operational efficiency.
Cross-functional Collaboration
* Work closely with Sales, Driver Acquisition, Marketing, Product, Finance, Legal, Customer Support, and HR teams.
* Support new city launches, operational expansion, and strategic initiatives.
* Provide operational insights to improve platform performance and customer experience.
Requirements
* Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, Logistics, or related fields.
* MBA is an advantage.
* 6–10 years of experience in operations management, logistics, mobility, ride-hailing, fleet management, e-commerce, or platform-based businesses.
* At least 3–5 years of experience leading large operational teams.
* Strong understanding of depot operations, driver management, and service operations.
* Proven experience managing operational KPIs and continuous improvement initiatives.
* Strong analytical skills with data-driven decision-making capabilities.
* Experience in budget management and operational cost optimization.
* Excellent leadership, coaching, and stakeholder management skills.
* Strong communication, problem-solving, and crisis management abilities.
* Comfortable working in a fast-paced, high-growth, and matrix organization.
* Proficiency in Microsoft Excel / Google Sheets and operational reporting tools; experience with BI platforms is an advantage.
* Fluent in English; local language proficiency is preferred.
Key Performance Indicators (KPIs)
* Driver Active Rate
* Driver Retention Rate
* Trip Fulfillment Rate
* Driver Utilization
* Customer Satisfaction (CSAT)
* Driver Satisfaction Score
* Service Level Achievement
* Depot Operating Cost
* Productivity per Operations Staff
* Safety & Compliance Score
* Incident Resolution Time
* SOP Compliance Rate
* Employee Engagement Score
Preferred Background
Candidates from the following industries are highly preferred:
* Ride-hailing (Grab, Gojek, Be, Uber)
* Logistics & Last-mile Delivery
* Food Delivery Platforms
* Mobility & Transportation
* Fleet Management
* E-commerce Operations
* Express Delivery
* Distribution & Hub Operations

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