--- title: 'Senior Associate, Market Operations (Service Quality) at Lalamove' canonical: 'https://feeny.ai/job/senior-associate-market-operations-service-quality-lalamove-hong-kong-x2jnss99twng' type: 'job' last_seen: '2026-09-13' --- # Senior Associate, Market Operations (Service Quality) at Lalamove - **Company:** Lalamove - **Location:** Hong Kong, China - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-09-02 - **Last confirmed live:** 2026-09-13 - **Apply:** https://jobs.lever.co/lalamove/42761968-5473-47d5-8835-2d0e9ad895cf ## Job description Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer a lightning-fast, seamless way to book delivery and moving services—anytime, anywhere. As a leading global on-demand delivery platform, we facilitate millions of orders daily by empowering a vast network of delivery partners. With a global workforce of 1,500+ and scaling at an extraordinary pace, we are seeking a Senior Associate, Market Operations (Service Quality) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe. ## The Role Reporting directly to the Manager, Driver Service Management, you will be responsible for driving market success and operational excellence across local driver partner communities. You will serve as the hands-on liaison between global driver service initiatives and local market teams, ensuring that driver service quality, support workflows, and engagement strategies are executed seamlessly on the ground. This role requires a balance of operational grit, cross-border coordination, and a champion mindset to resolve frontline friction and continuously elevate the driver experience. Core Focus: Local Market Success What You'll Do: - Track & Analyze Market Performance: Monitor day-to-day driver management metrics across assigned markets, identifying operational bottlenecks, service gaps, and opportunities for driver experience enhancement. - Enable Local Execution & Compliance: Assist in deploying standardized compliance playbooks, infraction governance frameworks, and service quality protocols to local teams, ensuring consistent regional standards while respecting local market dynamics. - Support Cross-Functional Synergy: Collaborate closely with local Driver Operations and Platform Growth teams to help align supply quality and driver retention efforts with regional growth targets. - Gather Frontline Insights: Act as a feedback channel between on-the-ground market operations and the central Strategy team, delivering local insights to refine broader driver service policies and quality frameworks. - Drive Operational Projects: Help manage cross-functional projects from planning to execution, ensuring clear documentation, timely deliverables, and smooth process rollouts across regions. What you'll need: - 3+ years of experience in Operations, Market Operations, or Platform Governance within a high-growth marketplace (e.g., Logistics, On-Demand Delivery, or Ride-hailing). - Strong analytical mindset with proficiency in using operational data to diagnose root causes and track key performance indicators. - Solid project management and organizational skills, with a track record of driving cross-functional initiatives to completion. - Excellent communication and interpersonal skills in English to effectively coordinate with diverse, cross-border teams. - Hands-on attitude with a proactive, detail-oriented approach to problem-solving. - High empathy for delivery partners and local market nuances. - Immediate availability is highly preferred. ## About Lalamove ## Company Overview - **One-liner**: Lalamove is an on-demand delivery technology platform that connects individuals, small businesses, and corporations with a diverse fleet of professional drivers for fast and reliable same-day deliveries across 17 markets. - **Entity Type**: Private (Unicorn, Series F funded) - **Headquarters**: Hong Kong - **Founded**: 2013 - **Founders**: Chow Shing-Yuk (founder), John H.K. Tang (co-founder) ## Core Business - **Primary industries**: On-demand logistics / last-mile delivery, software development (delivery technology) - **Target customers**: Individuals (B2C), small-and-medium businesses (SMB), and large enterprises (B2B) - **Mission**: To empower local communities by making deliveries fast, simple, and affordable ## Products & Services - **On-Demand Delivery Platform (App & Web)**: Mobile-first service that enables users to book deliveries from a fleet of vehicles (motorcycles, sedans, vans, trucks up to 12,000 kg) with real-time GPS tracking and transparent, upfront pricing. - **Business Solutions**: Tailored logistics support for MSMEs and large enterprises, including dedicated account management, pooling options, and API integrations. - **Lalamove Driver App**: Connects driver-partners with delivery and transport requests, providing flexible earning opportunities. ## Market Standing - **Valuation**: Unicorn; total funding raised is approximately $2.476B, with the most recent Series F round (January 2021) led by Hillhouse Investment and HSG at $1.5B (conflicting reports of $1.0B–$1.5B may exist). - **Key Metric**: Annual Revenue of ~$1.04B (2025 estimate); total funding ~$2.48B ([LinkedIn financials](https://linkedin.com/company/lalamove)). - **Notable Investors/Partners**: Hillhouse Investment, HSG, Shunwei Capital, MindWorks Capital, Crystal Stream Capital, and others across 8 funding rounds. - **Growth Signals**: 1,562 employees (+33.8% YoY), presence in 400 cities across 17 markets (Asia, Latin America, EMEA), strong headcount growth driven by expansion into new geographies like Bangladesh, UAE, Saudi Arabia. ## Competitive Advantages - **Scale & Network Effects**: Operating in 17 markets with a large base of driver-partners and users creates a strong moat in local last-mile delivery. - **Technology Platform**: Proprietary matching algorithm, real-time tracking, and dynamic pricing provide efficiency and reliability. - **Asset-Light Model**: No ownership of fleet—works with professional driver-partners, reducing capital expenditure and enabling rapid scaling. - **Multi-Vehicle Fleet**: Covers small parcels (motorcycles) to heavy freight (trucks), serving a wide range of customer needs. ## Strategic Focus - **Geographic Expansion**: Continued growth in Latin America (Brazil, Mexico) and EMEA (UAE, Saudi Arabia), as well as deepening presence in existing Asian markets. - **Tech & AI Innovation**: Hiring for AI roles (e.g., Senior AI Engineer focusing on OCR/VLM) and investing in Business Intelligence, suggesting a push toward automation and data-driven operations. - **Talent Development**: Launch of Global Trainee Program and Tech Graduate Program to build senior leadership and engineering talent pipelines. ## Why Work Here - **Culture**: Described as fast-paced, dynamic, and challenging—employees work in a “startup unicorn” environment with meaningful impact on local communities. - **Work Policy**: Mixed; roles are often listed as on-site (e.g., Hong Kong, Mexico City) with some regional or hybrid positions. - **Growth Opportunities**: Structured graduate programs (Global Trainee, Tech Graduate) and clear career progression across departments (Operations, Sales, Tech, Marketing). - **Perks**: Not explicitly listed, but the company emphasizes “endless opportunities to learn, advance, and grow” and a culture of overcoming challenges as a team. - **Employer Rating**: 3.5/5 on LinkedIn (based on 954 reviews), with strengths in mission-driven work but room for improvement in career development (2.8/5). ## Sources 1. [Lalamove Career Page](https://www.lalamove.com/careers) 2. [LinkedIn Company Profile](https://linkedin.com/company/lalamove) 3. [CB Insights Company Profile](https://www.cbinsights.com/company/lalamove) 4. [Lalamove Philippines About Page](https://www.lalamove.com/en-ph/about-lalamove) 5. [Lalamove Job Board (Lever)](https://jobs.lever.co/lalamove) ## Other roles at Lalamove - [Customer Service Associate](https://feeny.ai/job/customer-service-associate-lalamove-paranaque-ktxqm7gfv248) — Parañaque, Philippines - [People Operations Associate](https://feeny.ai/job/people-operations-associate-lalamove-ho-chi-minh-city-2y63dfd4wseg) — Ho Chi Minh City, Vietnam - [Driver Operations Associate (Visayas and Mindanao Expansion)](https://feeny.ai/job/driver-operations-associate-visayas-and-mindanao-expansion-lalamove-visayas-and-h8q45z9xxc6e) — Visayas and Mindanao, Philippines - [Fleet Associate](https://feeny.ai/job/fleet-associate-lalamove-paranaque-4vd95akq5dav) — Parañaque, Philippines - [Accountant](https://feeny.ai/job/accountant-lalamove-singapore-asdwy2jam0nw) — Singapore - [Digital Marketing Associate](https://feeny.ai/job/digital-marketing-associate-lalamove-paranaque-g7jtvs4r235w) — Parañaque, Philippines - [Senior Data Analyst, Driver Operations](https://feeny.ai/job/senior-data-analyst-driver-operations-lalamove-hong-kong-nmgg1v3wn4ab) — Hong Kong, China - [Sales Executive](https://feeny.ai/job/sales-executive-lalamove-paranaque-54q4dgj8tk43) — Parañaque, Philippines - [Project Coordinator (Hourly Rated)](https://feeny.ai/job/project-coordinator-hourly-rated-lalamove-singapore-20mqaj9bqcfe) — Singapore - [Customer Service Associate](https://feeny.ai/job/customer-service-associate-lalamove-kuala-lumpur-xvgctatbjnwy) — Kuala Lumpur, Malaysia