City Operations Manager
WELCOME
- Αθήνα
- Μόνιμη
- Πλήρης Απασχόληση
- One of the highest-rated global transportation companies with a rating of 4.9/5 stars
- 209 destinations with a goal to reach 350 by 2024
- Over 2,000 travel partners including 1,000 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
- Over 1.5 Million happy travelers every year
- Operational 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.
- 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
- 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
- Excellent written and verbal communication skills in English
- An analytical mind and out-of-the-box thinker
- A friendly and upbeat personality
- Digital native: fluent in web and digital technologies
- Flexible work from home policy
- Private Health Insurance Plan
- Vibrant and fresh work environment at the center of Athens
- The tools you need to successfully perform your daily tasks
- The unique opportunity to join “the next big thing” at the ground level.