Operations Manager, Italy

2 settimane fa

Roma, Lazio, Italia Welcome Pickups A tempo pieno

About Us

Welcome Pickups is a leading travel tech startup that redefines the way people travel. Founded in 2015, we have grown to become a global category leader for in-destination travel services. Our mission is to deliver a complete, personalized, and in-destination travel experience that exceeds our customers' expectations.

Our Vision

We envision a future where travel is seamless, enjoyable, and hassle-free. Our team of experts is dedicated to making this vision a reality by providing innovative solutions that meet the evolving needs of our customers.

The Role

We are seeking an experienced Operations Manager to join our team in Italy. As an Operations Manager, you will play a critical role in scaling our in-destination travel experience. Your primary responsibility will be to ensure the operational healthiness of Welcome Pickups in Italy, including monitoring key metrics and proactively taking actions to optimize driver acquisition, destination setup, and community management.

Key Responsibilities

  • Develop and maintain a deep understanding of the local driver labor market and legal landscape to identify issues and provide smart solutions.
  • Monitor the performance and quality of services delivered by new drivers through KPIs (NPS, scores review, etc.) and community feedback (secret shopping, long reviews, etc.).
  • Innovate and execute unique, data-driven action plans for driver acquisition and retention.
  • Optimize Welcome Destinations' setup (cutoff times, hailing hours, hailing thresholds, maximum vehicle capacities, etc.) to ensure seamless customer experiences.
  • Coordinate communication with driver communities through regular calls or group calls, defining top performers, and nurturing them.
  • Work closely with the Head of Driver Operations to provide insights on driver-related data accuracy, market challenges, community issues, capacity, and imbalances to anticipate spikes in demand and implement plans to ensure sufficient, on-demand driver supply.
  • Collaborate with the Expansion and Commercial teams to bring region-specific insights for business development and drive growth.

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 startups in Italy.
  • Self-starter with excellent time management, multi-tasking, and prioritization skills.
  • High achiever with a track record of surpassing sales or performance goals.
  • Solution-oriented with 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 with fluency in web and digital technologies.

What We Offer

  • Remote work policy.
  • A vibrant and fresh work environment.
  • The tools you need to successfully perform your daily tasks.
  • The unique opportunity to join a young, well-funded, and fast-growing startup.

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