Operations Manager

Job Description

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome’s drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Welcome has safely transported over 3 million travellers in more than 60 destinations around the world, including 1 million travellers in 2019 alone. 97% of those who travel with Welcome have rated its service as “Excellent”, making Welcome Pickups the new standard for in-destination travel services.

The Team

We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance, and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

About the role

In your capacity as a Operations Manager for LATAM, you will be responsible for the operational healthiness of Welcome Pickups in the region. This mainly includes the monitoring of important metrics and proactively taking actions to ensure proper acquisition of drivers, optimisation of destination’s setup, and community management. As the first employee in LATAM, you will play an instrumental role in launching and scaling Welcome Pickups in multiple destinations in the region. The position is part of our Driver Operations team and reports to the Head of Driver Operations.

Responsibilities:

• Manages the acquisition process of Drivers, including sourcing, lead creation, onboarding, and activation depending on the needs of each designated destination, supervising and training them on the company’s policies and processes to help them become true Welcomers.
• Innovate and execute unique, out-of-the-box, yet data-driven action plans for driver acquisition and retention.
• Continuously optimises Welcome Destinations’ setup (cutoff times, hailing hours, hailing thresholds, maximum vehicle capacities, etc.)
• Sets up pricing, reviews it, makes sure Welcome is competitive.
• Ensures that our operational model functions with the highest number of transfers and the least number of cancellations at the same time.
• Coordinates the communication towards the driver communities by talking with them over calls or group calls, defines top performers, nurtures them, etc.
• Monitors the performance and the quality of services that the new drivers deliver through KPIs (NPS, scores review etc) and community feedback (secret shopping, long reviews, etc).
• Develops and maintains a full understanding of the local driver labor market and legal landscape, so as to identify issues and provide smart solutions.
• Works closely with the Head of Driver Operations, providing information regarding driver-related data accuracy, specific market challenges, community issues, capacity, imbalances, etc. to anticipate spikes in demand, and implement plans to ensure sufficient, on-demand driver supply.
• Works closely with the Expansion and Commercial teams to bring region-specific insights for business development. Responsible for all products of the company (both rides and s-rides in the designated destinations)

Requirements

• A Bachelor’s Degree in a related field
• Proven experience of more than 2 years in operations, ideally in fleet management, ride sharing, last-mile logistics, and/or high-growth start-up
• Self-starter: can work independently, make decisions and take responsibility for them
• Excellent time management with the ability to multi-task and set priorities quickly and effectively
• Ηigh achiever – seeks to regularly surpass sales or performance goals
• Solution-oriented
• Self-motivated and hands-on with a true teamwork mentality
• Excellent written and verbal communication skills in English.
• Fluency in Spanish and/or Portuguese
• An analytical mind and out of the box thinker
• A friendly and upbeat personality
• Digital native: fluent in web and digital technologies

Benefits

• Remote work with vibrant and fresh work environment
• Business trip to Welcome Pickups HQ in Athens
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the ‘Apply for this job’ button!