Operations Officer - Italy

🚙 About us:

Launched in 2012, Hiflow is a digital platform specialized in the delivery of individual cars, thanks to a significant network of independent drivers. We are the main delivery service provider for many companies: leasing companies (Arval, Ayvens, Leasys), car rental companies (Europcar, Avis, Hertz), car manufacturers (Stellantis, Renault, Tesla), car dealerships…
Market leader in France and already available in Belgium, Spain, and Italy, we are on a mission to reinvent and unlock mobility in Europe.

We opened the Italian market last September 🇮🇹 and we are experiencing significant growth in this country! In this context, we are looking for an Operations Officer to strengthen our team and help us meet this growing demand. 
For each delivery, the mission of the Operations team is to find the right driver to deliver the car and manage emergencies or unforeseen issues that may occur on the road.

You will join the Italian Team: Saverio, Country Manager Alice, Operation Manager and Martina, Operations Officer.

Your role will be:

1. Driver Network Management and Strategy (40%)

• Network Development: Constantly monitor the geographical coverage of the network to ensure the availability of drivers in every Italian region.

• Onboarding & Coaching: Manage the entire driver lifecycle (selection, training on the Hiflow App, engagement).

• People Management: Act as a daily reference point for drivers, solving administrative and operational doubts.

2. Mission Monitoring and Critical Management (40%)

• Matching & Business Logic: Assign transports by identifying the best compromise between logistical efficiency and profitability.

• Senior Negotiation: Manage the negotiation of quotes with independent drivers, ensuring a fair and competitive price.

• Crisis Management: Manage unforeseen events in real-time (technical breakdowns, punctures, delays, accidents). You will need to act quickly to minimize the impact on the customer, interfacing with roadside assistance, workshops, and logistics centers.

3. Processes Optimization and Quality (20%)

• Process Improvement: In collaboration with the Operation Manager, analyze current flows to eliminate bottlenecks and increase efficiency.

• Data-Driven Approach: Use complex tools to monitor KPIs and the logistical management of transfers.

⭐️ What we offer

• A transparent and meritocratic work environment (Hiflow culture: "nobody is wrong, everyone has value").

• The opportunity to have a real impact on the growth of the Italian branch in a moment of strong scalability.

• Benefits: Meal vouchers, company welfare, and flexibility (smart working)

• Experience: At least 2 years of experience in operational, logistical, or fleet/network management roles.

• Contract: CCNL Terziario e Servizi, Level 3.

• Requirements:

  • Advanced Problem Solving: Ability to stay calm and find creative solutions during emergencies (e.g., highway blockages, sudden breakdowns).

  • Leadership & Professional Posture: Ability to manage complex conversations with people from different backgrounds (drivers, experts, logistics contacts) who may be in stressful situations.

  • Communication Skills: Assertiveness and clarity, both in Italian and English (for communication with the Paris HQ).

  • Operational Awareness: Recognize the impact of each action on the business, knowing when to act autonomously and when to delegate or seek support.

  • Languages: Fluent in English (written and spoken B2)