Market Operations Associate
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Job Description
Market Operations Associate supporting Wingz, a US NEMT rideshare company. Managing drivers, trip assignments, routing, and on-time performance for Philippine-based remote operations.
Responsibilities:
- Keep markets running with enough verified drivers on the road, every trip assigned before the day begins, and every trip completed on time
- Make first contact with new driver applicants and guide them through applications
- Run onboarding interviews and decide who advances
- Review driver documents for accuracy and compliance and coach corrections
- Coordinate background checks and screenings through clearance
- Run activation calls to prepare drivers to use the app
- Maintain the driver roster through expiration outreach, reactivation checks, and removal of inactive drivers
- Build driver schedules and assign trips
- Identify and fill schedule gaps before trips go uncovered
- Use AI-assisted dispatching tools and act on daily outputs
- Flag tooling errors for improvement
- Notify drivers of schedule changes
- Monitor live on-time performance and intervene before trips go late
- Own urgent trip reassignments from decision through driver contact and resolution
- Keep clients informed proactively
- Build and adjust routes for efficiency and reliability
- Ensure drivers activate GPS before pickup and coach those who do not
- Maintain complete trip data for billing and claims accuracy
- Cover operational areas in newer or smaller markets and shift focus toward current constraints
- Own daily and weekly targets and resolve problems within the assigned area
- Escalate issues beyond authority with attempted solutions and recommendations
- Maintain accurate driver and trip records
- Improve and document procedures
- Cross-train as backup in an adjacent area
- Identify and report operational patterns
Requirements:
- 2–4 years in operations, dispatch, logistics, or program coordination with ownership of outcomes
- Sound judgment without scripted procedures
- Ability to make and defend tradeoff decisions quickly
- Comfort with daily performance measurement
- Ability to manage multiple concurrent threads without dropping them
- Strong written and verbal communication
- Composure during disruptions and interrupt-driven work
- High attention to detail and record accuracy
- Strong spreadsheet skills and ability to learn new tools quickly
- Willingness to work Eastern Time hours, including weekend or holiday rotations as assigned
- 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 after the probationary period
- HMO after the probationary period
- Remote work arrangement
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