Operations Analyst

Location: Dublin

FREENOW, now part of Lyft, is Europe’s leading multi-mobility platform. We are on a mission to make urban transportation smarter, safer, and more efficient for drivers and passengers alike. We are seeking an Operations Analyst to join our Operations team in Dublin.

In this role, you will work closely with operations and compliance teams to support data-driven operations, accurate documentation, and efficient operational processes.

This position is ideal for someone who enjoys problem-solving, working with data, and supporting how operational decisions are made through data and analysis.

• Analyse driver operations by querying operational datasets using SQL, focusing on KPIs such as acceptance rates, cancellations, utilisation, and onboarding activity.
• Build and maintain operational reports and dashboards using Tableau, Metabase, Excel, and Google Sheets to provide actionable insights for local and central teams.
• Support operational planning by identifying trends, patterns, and volume changes in driver activity and support demand.
• Monitor driver documentation and onboarding workflows using internal driver management tools, supporting compliance and data accuracy.
• Manage and review operational tickets and driver interaction records in Zendesk, ensuring issues are logged, tracked, and escalated appropriately.
• Collaborate with product and engineering teams via Jira and Confluence to support operational improvements, feature rollouts, and issue resolution.
• Act as a liaison supporting communication between driver operations, compliance, product, and customer support teams, ensuring effective communication through Slack and Google Workspace.
• Contribute to documentation and continuous improvement of operational processes and reporting standards.

• Degree (Level 7 or above) in Business, Data Analytics, Operations, or a related field.
• Strong analytical skills with proven experience in SQL and data visualisation tools (Tableau, Metabase).
• Advanced proficiency in Excel (pivot tables, lookups, complex formulas).
• Experience with CRM and ticketing platforms such as Zendesk.
• Experience working with operational datasets or support workflows in a fast-paced environment. 
• Familiarity with workflow management tools (JIRA, Confluence, Slack).
• Detail-oriented with a proactive problem-solving mindset.
• Excellent written and verbal communication skills.
• Knowledge of regulatory and compliance processes within the transport or mobility sector is an advantage.
• Excellent communication and interpersonal skills, with the ability to interact professionally and empathetically with a diverse group of individuals in person.
• Fluency or a good working knowledge of any other foreign language, particularly Hindi and/or Urdu.
• Familiarity with the transportation or technology industry, particularly within the Dublin/Irish context, is an advantage.

• Flexible working arrangements

• LinkedIn Learning

• Sabbatical & special leave policies

• WeRoad partnership

• Birthday, 24th + 31st December off

• Short term EU work policy

• Mobility Credit

• Health Insurance

• Employee assistance program

Plus more local benefits depending on your work location!

Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work. 

We are Freenow, the European taxi app with the broadest multi-mobility offering, available in 9 markets and over 180 cities. Our app gives millions of passengers the freedom to move with a wide choice of services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds and public transport.Headquartered in Hamburg and led by our CEO Thomas Zimmermann, we are on a mission to make urban mobility more efficient, sustainable and inclusive.Since July 2025 we have been part of Lyft, a global mobility platform connecting riders and drivers for billions of rides across North America and Europe. Together we are building a more caring and connected world, creating new opportunities for innovation, growth and impact.