Operations Specialist

About us Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe. Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services. One of the highest-rated global transportation companies with a rating of 4.9/5 stars. Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target. Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month. Over 2.5 million happy travellers every year. ⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on to check our TikTok account.⭐️ The Team We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals. As an Operations Specialist will play an important role in ensuring the seamless operation and growth of our Sightseeing Rides (S-Rides) department. This dynamic position requires a proactive individual who can identify operational challenges, develop effective solutions, and implement them swiftly. The role encompasses content management, market research, driver training, and daily performance monitoring to enhance customer experience and operational efficiency. Responsibilities Content Management Creates and updates pages, incorporating text, descriptions, images, and other pertinent details. Improves existing itineraries to enhance customer experience. Develop and maintain comprehensive FAQs for drivers, travelers, and partners. Market Research and Pricing Analysis: Conducts market research for each destination and devises business strategies to stay ahead of rivals. Suggests pricing for new and existing S-Rides, based on a thorough competitive analysis and coordinates adjustments to our CRM. Collaborates with the Legal department to ensure compliance with regulations when launching new S-rides services in several destinations. Platform Management Monitors product performance on online travel agencies (OTAs) and third-party platforms, ensuring competitive ranking and visibility. Ensures product listings are optimized with high-quality images, up-to-date itineraries, engaging descriptions, and compelling USPs, aligned with market trends. Tracks customer reviews, identifying recurring feedback themes and working with internal teams to implement improvements that enhance the customer experience. Ensures a seamless booking experience by monitoring operational processes, ensuring availability accuracy, and resolving any technical issues. Driver Community Engagement Conduct regular community calls to ensure high driver engagement and service quality. Foster a top-performing community of drivers and partner companies by gathering feedback and sharing best practices. Daily performance monitoring Keeps a close watch on KPIs to ensure they are aligned with our targets. Ensures that all third-party platform bookings are correctly integrated into the CRM Coordinates with other departments to address issues related to pricing, vehicle types, tour itineraries, and any other operational matters. Requirements A Bachelor's Degree in Business Administration, Hospitality, or a related field 2+ years’ experience in operations, ideally in fleet management, ride-sharing, last-mile logistics, and/or high-growth start-up Content Writing experience (is a plus) Community Management experience (is a plus) Ability to utilize data analytics tools to guide decision-making and enhance operational efficiency. Excellent time management with the ability to adapt to changing priorities, handle multiple tasks, and prioritize quickly and effectively. Detail-oriented, particularly in managing content, coordinating market research, and ensuring compliance with regulations. Strong ability to work collaboratively with various teams, including drivers, fleet companies, and internal departments. Self-starter: can work independently, make decisions, and take responsibility for outcomes High achiever - strives to exceed performance goals and expectations Excellent written and verbal communication skills in English Out-of-the-box thinker with the ability to promptly identify issues and formulate effective solutions to enhance procedures. A friendly and upbeat personality Digital native: fluent in web and digital technologies Benefits Hybrid Work from Office / Home work policy Private Health Insurance Plan Vibrant and fresh work environment at the center of Athens The tools you need to successfully perform your daily tasks The unique opportunity to join “the next big thing” at the ground level WELCOME