Market Operations Associate
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Job Description
Market Operations Associate optimizing driver supply and NEMT trip execution for Wingz, a US rideshare company. Managing dispatch, onboarding, routing, and on-time performance across Latin American markets.
Responsibilities:
- Make fast first contact with new driver applicants and guide them through the application, where assigned to Driver Onboarding & Activation
- Run onboarding interviews and decide who advances
- Review driver documents for accuracy and compliance and coach applicants through corrections
- Coordinate background checks and screenings until cleared
- Run activation calls so new drivers are confident on the app
- Maintain the driver roster through expiration outreach, reactivation checks, and removal of inactive drivers
- Build driver schedules and assign trips, fill schedule gaps, use AI-assisted dispatching tools, identify tooling errors, and notify drivers of changes, where assigned to Dispatch & Scheduling
- Monitor on-time performance and intervene before trips go late
- Own urgent trip reassignments and keep clients informed, where assigned to OTP Specialist
- Build and adjust routes, ensure GPS activation before pickup, coach drivers, and protect billing and claims accuracy, where assigned to Routing Specialist
- Cover operational areas in newer or smaller markets and shift focus toward current market constraints, where assigned to Market Associate
- Own daily and weekly targets and resolve area-specific problems
- Escalate issues beyond authority with attempted solutions and recommendations
- Maintain accurate driver and trip records
- Improve and document procedures
- Cross-train as backup and identify operational patterns
Requirements:
- 2–4 years in operations, dispatch, logistics, or program coordination with ownership of outcomes
- Sound judgment without a script
- Ability to make and defend quick tradeoff decisions
- Comfort being measured daily against performance targets
- Ability to manage multiple threads and switch between them without dropping any
- Strong written and verbal communication
- Composure in interrupt-driven situations
- High attention to detail and accurate recordkeeping
- Strong spreadsheet skills and ability to learn new tools quickly
- Willingness to work ET hours, including weekend or holiday rotation depending on assignment
- Reliable high-speed internet and a quiet space for video calls
- Preferred: NEMT, healthcare transportation, or regulated service experience
- Preferred: dispatch, fleet, or last-mile operations background
- Preferred: applicant tracking or recruiting platform experience
- Preferred: group interview or high-volume onboarding experience
- Preferred: AI-assisted operational tooling experience
Benefits:
- 10 PTO and HMO after the probationary period
- Semi-monthly pay-out frequency
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