Head of Offline Quality Department, Taxi

Head of Offline Quality Department, Taxi

Yandex Taxi is an international service that is constantly growing. Our team is responsible for quality in the service in Russia and foreign countries, specifically for the standards applied to cars, drivers, and service across different tariffs and countries. Every decision we make affects millions of passengers and drivers.

What tasks await you

Department Development You will develop, defend, and execute the tactics and strategy for the department's development.

Quality Control You will update existing control tools and implement new ones, taking into account the needs of each market, including through automation and the use of AI. You will need to analyze data and metrics that allow for evaluating the effectiveness of current standards and identifying growth points.

Driver Motivation System You will develop a system to motivate drivers to adhere to service standards through ratings, bonuses, and other tools, and interact with cross-functional teams to implement service initiatives: product, analytics, efficiency, ML, operations, support, and other teams.

We expect you to have

• Managed projects or a team in the field of service, product management, operations management, or a related area, preferably in transportation, service, or digital industries
• Understand what SLA, CSAT, NPS, Six Sigma are
• Are proficient in SQL
• Have excellent analytical skills: formulate hypotheses, interpret data, make data-driven decisions
• Know how to set high but realistic requirements and find a balance between service quality and operational efficiency
• Are interested in new technologies, AI development, and its application areas
• Are proactive and systematic
• Have an English language level of Intermediate or higher