Operations Officer

About Twende Ride

Twende Ride is a mobility brand based in Dar es Salaam that is designed to fit into daily life. The company sees every trip as more than a simple transfer from one point to another — it is part of commuting, errands, evenings out, work routines, and everyday movement.

Built in Tanzania’s busiest city, the service is shaped around the pace and realities of Dar es Salaam, including traffic, energy, and the need for dependable travel. The goal is to make every journey feel simpler, safer, and more personal for riders, drivers, and the wider community.

Twende Ride’s mission is to keep movement easy, reliable, and connected, while creating a travel experience that brings comfort, convenience, and peace of mind. The brand also aims to support the people and stories that keep the city moving.

“Twende” means “let’s go,” and the company’s message is about moving forward together.

Role Overview

Twende Ride is looking for a careful, proactive Operations Officer to support the company’s daily operations. This role sits at the center of onboarding, issue resolution, and operational coordination, helping ensure smooth service delivery for both riders and drivers.

Document Review and Approval

You will examine sign-up documents submitted by drivers, whether through agents or directly, confirm that the information and paperwork meet company standards, and ensure the onboarding process follows regulatory and internal requirements.

Onboarding Management

You will oversee the full onboarding journey for new drivers and users, look for delays or process gaps, and help improve the workflow so approvals and sign-ups are completed more efficiently.

Escalated Issue Handling

You will manage complex rider and driver complaints or concerns, assess what caused the issue, coordinate the right solution, and close cases quickly while maintaining a high standard of service.

Monitoring, Analysis, and Reporting

You will follow operational performance indicators, produce regular reports, review trends, and recommend practical improvements that strengthen efficiency and reliability across the platform.

Policy, Compliance, and Coordination

You will make sure daily operations align with company procedures, internal policies, safety expectations, and local regulations. You will also work across support, product, finance, and field teams to keep processes aligned and remove operational blockers.

Qualifications and Requirements

Candidates should have a diploma or bachelor’s degree in Business Administration, Operations, Logistics, or another relevant field. A minimum of 2 years’ experience in operations, logistics, customer support, onboarding, or a similar customer-facing role is expected.

Experience in ride-hailing, mobility, logistics, or a technology platform environment will be an advantage. Applicants should be comfortable using Microsoft Office, Google Workspace, and other operations or reporting tools.

Strong analytical ability, problem-solving skills, and sound judgment are important. The role also requires the ability to read operational data, spot patterns, and propose workable improvements.

Applicants must be well organized, proactive, and open to flexible working hours. Familiarity with the transport environment and routes in Dar es Salaam, Mwanza, Morogoro, and Dodoma will be an added advantage.

Core Skills

This position calls for a practical, results-focused professional with disciplined follow-through, leadership potential, and a genuine interest in helping build a Tanzanian mobility platform. Strong written and verbal communication, excellent organization, and careful attention to detail are essential.

You should be able to manage several priorities in a fast-moving environment, stay calm and empathetic when dealing with difficult rider or driver situations, and bring a continuous-improvement mindset to day-to-day work.

Comfort with AI tools, including language models such as ChatGPT, Gemini, and similar platforms, is useful for improving productivity, communication, reporting, and operational efficiency. Collaboration across teams is also key.

Application Note

Interested candidates are asked to send a CV and a short cover letter to the hiring team at i.kungunya@twenderides.tz.