Operations Manager, Italy

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, 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
• 140 destinations in 61 countries with a goal to reach 400 by 2024
• 33 destinations launched in 2022
• Over 2,000 travel partners including 1,000 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
• Over 1 Million happy travelers every year

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 an Operations Manager, you will be responsible for the operational healthiness of Welcome Pickups in Italy. This mainly includes monitoring important metrics and proactively taking actions to ensure the proper acquisition of drivers, optimization of destination setup, and community management. You will play an instrumental role in scaling Welcome Pickups in multiple destinations. The position is part of our Driver Operations team and reports to the Head of Driver Operations.

Responsibilities:

• Ensures that our operational model functions with the highest number of transfers and the least number of cancellations at the same time.
• 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.
• Innovate and execute unique, out-of-the-box, yet data-driven action plans for driver acquisition and retention.
• Continuously optimizes Welcome Destinations’ setup (cutoff times, hailing hours, hailing thresholds, maximum vehicle capacities, etc.)
• Coordinates communication with the driver communities by talking with them over calls or group calls, defining top performers, nurturing them, etc.
• 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 two years in operations, ideally in fleet management, ride sharing, last-mile logistics, and/or high-growth start-up in Italy
• 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
• Excellent written and verbal communication skills in English.
• Mandatory fluency in Italian.
• 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 policy

• 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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