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, personalized, 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 personalized way possible.Welcome's drivers are experts in the area and share their local know-how to make travelers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.- One of the highest-rated global transportation companies with a rating of 4.9 / 5 stars- 280 destinations with a goal to reach 350 by 2024- Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month- Over 2.5 Million happy travelers every yearThe TeamWe 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 RoleAs a City Operations Manager in our company, you will play a critical role in ensuring the operational healthiness and successful scaling of Welcome Pickups in multiple destinations. You will be a key member of the Driver Operations team, reporting to the City Operations Team Lead. Your primary responsibilities will involve overseeing driver retention, destination setup optimization, community management, and maintaining a high-quality service standard for Welcome drivers.Your role will require data-driven decision-making, innovation, and collaboration with various teams within the organization.ResponsibilitiesOperational Healthiness:- Optimize destination setup parameters, such as pricing, cutoff times, hailing hours, hailing thresholds, and maximum vehicle capacities, to ensure the operational success of each destination.- Run weekly cancellation analysis to identify trends and take corrective actions.- Implement strategies to achieve the highest volume of transfers with the least number of cancellations, contributing to overall business success.- Ensure proper and timely acquisition of drivers or fleet companies by collaborating with the Driver Quality team.Driver Retention and Service Quality:- Devise and execute unique, out-of-the-box, yet data-driven action plans for driver retention in order to keep drivers engaged, satisfied, and motivated to continue working with the company over the long term, reduce driver turnover and ensure that valuable drivers remain loyal to the company.- Maintain the highest quality of service provided by Welcome drivers to enhance customer satisfaction.Local Market Understanding:- Develop and maintain a comprehensive understanding of the local driver labor market and legal landscape to identify potential challenges and opportunities.- Utilize market insights to support decision-making processes and drive business development efforts.Community Management:- Coordinate communication with driver communities through calls, group calls, and other appropriate channels.- Identify and recognize top-performing drivers, nurture their engagement, and celebrate their achievements.- Manage community crises and facilitate effective problem-solving.Collaboration with Cross-Functional Teams:- Work closely with the City Operations Team Lead to provide data-driven insights related to drivers, market challenges, capacity planning, and potential imbalances.- Collaborate with the Expansion and Commercial teams to provide region-specific insights for business development.- Collaborate with the Product team, sharing ideas, bugs, and new feature requests through Jira tickets.Reporting and Analysis:- Present weekly reports on driver performance and operational metrics to relevant stakeholders.RequirementsA Bachelor's Degree in a related fieldProven experience of more than two years in operations, ideally in fleet management, ride sharing, last-mile logistics, and / or high-growth start-upSelf-starter: can work independently, make decisions, and take responsibility for themExcellent time management with the ability to multi-task and set priorities quickly and effectivelyHigh achiever - seeks to regularly surpass sales or performance goalsExcellent written and verbal communication skills in EnglishAn analytical mind and out-of-the-box thinkerA friendly and upbeat personalityDigital native: fluent in web and digital technologiesBenefits- Remote work with a vibrant and fresh work environment- 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!
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