Market Operations Associate

This is a fully remote position, open to applicants in Colombia, +3 more states.

📋 Description

• Initiate prompt contact with new driver applicants and assist them through the application process, specifically within Driver Onboarding & Activation.

• Conduct onboarding interviews and determine which candidates progress.

• Evaluate driver documents for accuracy and compliance, providing guidance to applicants on necessary corrections.

• Oversee background checks and screenings until they are cleared.

• Conduct activation calls to ensure new drivers are confident using the app.

• Manage the driver roster through outreach for expirations, reactivation checks, and removal of inactive drivers.

• Create driver schedules, assign trips, fill scheduling gaps, utilize AI-assisted dispatch tools, identify tooling errors, and inform drivers of changes, specifically within Dispatch & Scheduling.

• Track on-time performance and intervene proactively to prevent delays.

• Handle urgent trip reassignments and keep clients updated, particularly in the role of OTP Specialist.

• Design and modify routes, ensure GPS is activated before pickups, mentor drivers, and safeguard billing and claims accuracy, as part of the Routing Specialist duties.

• Manage operational areas in emerging or smaller markets, adapting focus to current market constraints, where assigned as Market Associate.

• Achieve daily and weekly targets while addressing area-specific issues.

• Escalate issues beyond authority with proposed solutions and recommendations.

• Maintain precise records of drivers and trips.

• Enhance and document operational procedures.

• Provide cross-training as a backup and identify operational trends.

⛳️ Requirements

• 2–4 years of experience in operations, dispatch, logistics, or program coordination with a focus on ownership of outcomes.

• Sound judgment and decision-making skills without relying on a script.

• Capability to make and justify quick tradeoff decisions.

• Comfort with being evaluated daily against performance metrics.

• Ability to manage multiple tasks simultaneously and switch between them without losing track.

• Strong written and verbal communication skills.

• Composure in situations driven by interruptions.

• Exceptional attention to detail and precise recordkeeping.

• Proficient spreadsheet skills and a quick learner of new tools.

• Willingness to work Eastern Time hours, including weekend or holiday rotations based on assignments.

• Reliable high-speed internet connection and a quiet environment for video calls.

• Preferred: Experience in NEMT, healthcare transportation, or regulated services.

• Preferred: Background in dispatch, fleet management, or last-mile operations.

• Preferred: Familiarity with applicant tracking or recruiting platforms.

• Preferred: Experience with group interviews or high-volume onboarding processes.

• Preferred: Knowledge of AI-assisted operational tools.

🏝️ Benefits

• 10 PTO days and HMO coverage after the probationary period.

• Semi-monthly pay frequency.