In a remarkable and unprecedented move, Hemant Bakshi, the recently appointed CEO of Ola Cabs, has revealed that he moonlights as a cab driver during the night, immersing himself in the role to gain firsthand insights into customer experiences and expectations.
Bakshi, a former executive at Unilever, assumed the position of Ola’s CEO amidst the company’s restructuring into three units: ride-hailing and mobility, financial services, and logistics and e-commerce. This restructuring prompted the founder and then CEO, Bhavish Aggarwal, to step down in an effort to streamline operations.
Heading the ride-hailing operations, Bakshi recognizes the invaluable nature of firsthand experience. To delve deeper into the customer’s perspective, he actively offers ride-hailing services across Bengaluru on weekends, using his own vehicle.
This unconventional approach is designed to keep Bakshi connected with the ground reality of Ola’s services, fostering a leadership style that is more empathetic and customer-centric.
Interestingly, Bakshi joins a select group of ride-hailing CEOs who have undertaken the role of an undercover driver. In April 2023, Uber CEO Dara Khosrowshahi disclosed that he spent months incognito as an Uber driver and delivery agent to better understand the challenges faced by drivers and address them effectively.
Hemant Bakshi, an alumnus of IIM-Ahmedabad and IIT-Bombay, joined Ola just four months ago, bringing with him extensive executive experience from Unilever. While Bakshi focuses on strategy and operations, founder Bhavish Aggarwal has emphasized that he will remain “fully involved” with the business, highlighting a collaborative partnership to drive innovation and explore new ideas.
The dynamic combination of Bakshi’s operational expertise and Aggarwal’s entrepreneurial vision positions Ola for continued growth and adaptation in the highly competitive ride-hailing landscape.
