Scaling Operations for a High-Growth Urban Mobility Operator

Portfolio — Fractional COO engagement Scaling Operations for a High-Growth Urban Mobility Operator A full operational diagnostic and strategic roadmap for a fast-scaling EV fleet company preparing for significant market expansion, built from zero operational infrastructure.

Sector

EV Fleet / Urban Mobility

Market

Lisbon, Portugal

Stage

Series A / Growth

Engagement type

Fractional COO

The challenge

The company was scaling its fleet and driver network rapidly in a regulated ride-hailing market, but lacked the operational backbone to support that growth. Fleet downtime was untracked, vendor relationships were unstructured, and there was no defined link between driver supply growth and the operational capacity required to sustain it. Without intervention, growth would amplify existing gaps rather than fix them.

Approach

I conducted a full operational diagnostic spanning fleet management, maintenance workflows, vendor SLA structures, driver lifecycle, and team design. From there, I developed a six-month implementation roadmap prioritising the highest-risk operational bottlenecks, anchored around a single-market depth strategy rather than premature geographic expansion.

Key deliverables

Operational diagnostic — end-to-end audit of fleet operations, downtime patterns, vendor structure, and team coverage gaps
6-month implementation roadmap — phased plan covering fleet systems, SLA frameworks, team structure, and driver supply alignment
Fleet downtime and recovery framework — defined MTTR targets (<48h), escalation protocols, and vendor accountability structures
Vendor and partner SLA design — contractual structure and performance management model for maintenance and logistics partners
Ops metrics and reporting system — core KPI dashboard covering fleet utilisation, downtime, driver activation, and operational costs
Team structure design — org design for the operations function including roles, responsibilities, and hiring sequencing
Operations × Driver Growth alignment model — defined handoffs, shared metrics, and coordination rhythm between ops and the commercial team

Strategic outcomes

<48hTarget MTTR defined and operationalised for fleet recovery

6 moPhased roadmap from zero ops infrastructure to scalable foundation

Single marketStrategic recommendation to achieve depth before expansion, protecting margins

Skills applied

Operational diagnostics Fleet operations Vendor & SLA management P&L and cost management Team design & org structure Metrics & reporting Growth strategy Cross-functional alignment Implementation roadmapping