Grace Kuan
Director of Operations | Expert in Operational Excellence, CX Strategy & Scalable Team Leadership | Driving Efficiency & Impact Across High-Growth Environments
- Role
- Director of Driver Operations at Revel
- Location
- Queens, NY, US
- LinkedIn followers
- 500 followers
About Grace Kuan
I am a dynamic operations executive with over a decade of experience transforming customer-facing organizations through scalable systems, data-driven processes, and cross-functional leadership. From electric rideshare startups to global tech platforms, I’ve led large, diverse teams and built operations from the ground up—consistently improving efficiency, service quality, and customer satisfaction. I thrive in fast-paced settings where I can solve problems, empower people, and deliver results.Throughout my career, I’ve specialized in launching omnichannel support functions, optimizing ground operations, and implementing compliance frameworks across complex, high-growth environments. I take pride in creating customer-first strategies and nurturing strong team cultures rooted in accountability and continuous improvement.Let’s connect if you’re looking for an experienced operational leader who knows how to align strategy with execution.
Experience
Director of Driver Operations
Jul 2022 — Present · Brooklyn, NY, US
Spearheaded full-cycle operations for a fast-scaling electric rideshare service, managing over 500 vehicles across NYC Partnered with executive leadership to drive strategic growth, operational excellence, and position Revel as a leader in sustainable urban mobility Designed and scaled a 24/7 omnichannel support model (voice, SMS, email, in-person) through in-house and offshore teams and physical driver support centers Managed thousands of active drivers with efficient onboarding, document verification, and real-time issue resolution Directed multi-shift depot operations—vehicle intake, dispatch, cleaning, and handoff—while balancing fast-charging logistics with public charging demand Developed SOPs and implemented 24/7 scheduling protocols to maximize fleet readiness and operational continuity Established an internal claims department and introduced third-party recovery protocols, improving incident resolution and cost recovery Launched targeted safety initiatives and driver re-training programs using incident data to reduce preventable accidents and improve compliance
Education
University at Albany
Bachelor's degree, Business/Corporate Communications
2010 — 2014
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