Market Operations Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Ensure that the markets are continuously staffed with sufficient verified drivers, with all trips assigned prior to the start of the day and completed punctually.

• Initiate contact with prospective driver applicants and provide guidance throughout the application process.

• Conduct onboarding interviews to determine which candidates advance in the process.

• Evaluate driver documentation for precision and compliance, providing coaching for necessary corrections.

• Oversee background checks and screenings through the clearance process.

• Conduct activation calls to prepare drivers for app usage.

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

• Develop driver schedules and allocate trips accordingly.

• Identify and address scheduling gaps prior to any trips going uncovered.

• Utilize AI-assisted dispatching tools and respond to daily outputs effectively.

• Identify tooling errors and suggest improvements.

• Inform drivers of any schedule modifications.

• Monitor real-time on-time performance and take action to prevent delays.

• Manage urgent trip reassignments from decision-making through to driver communication and resolution.

• Keep clients informed in a proactive manner.

• Create and modify routes to enhance efficiency and reliability.

• Ensure drivers activate GPS prior to pickup and coach those who do not comply.

• Maintain comprehensive trip data to ensure accuracy in billing and claims.

• Cover operational responsibilities in newer or smaller markets while shifting focus to current constraints.

• Take ownership of daily and weekly targets, resolving issues within the designated area.

• Escalate matters beyond authority with proposed solutions and recommendations.

• Keep precise driver and trip records.

• Enhance and document procedures as needed.

• Cross-train as a backup in a related area.

• Identify and report on operational patterns.

⛳️ Requirements

• 2–4 years of experience in operations, dispatch, logistics, or program coordination with accountability for outcomes.

• Strong judgment without reliance on scripted procedures.

• Ability to make and justify trade-off decisions rapidly.

• Comfortable with daily performance assessments.

• Capable of managing multiple concurrent tasks without losing focus.

• Excellent written and verbal communication skills.

• Composed during disruptions and in an interrupt-driven environment.

• Exceptional attention to detail and accuracy in record-keeping.

• Proficient in spreadsheets and quick to learn new tools.

• Willingness to work Eastern Time hours, including weekends or holiday rotations as assigned.

• Access to reliable high-speed internet 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: Experience with AI-assisted operational tools.

🏝️ Benefits

• 10 days of Paid Time Off (PTO) following the probationary period.

• Health Maintenance Organization (HMO) coverage after the probationary period.

• Opportunity for remote work arrangements.