Operations Manager

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 this link 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 Manager - Destination Success, you will play a pivotal role in overseeing driver engagement, retention strategies, and overall destination performance, ensuring a seamless and high-quality driver experience. This role plays a critical role in optimizing the performance and satisfaction of active drivers, directly impacting service reliability, driver retention, and operational stability. The Operations Manager - Destination Success is responsible for execution, performance tracking, and cross-functional alignment. This role requires exceptional leadership skills, data-driven decision-making, and the ability to coordinate across departments to maximize driver success, efficiency, and long-term engagement.

Responsibilities

Driver Engagement & Retention

• Design and implement structured engagement programs to keep drivers active, satisfied, and motivated.
• Develop and execute retention strategies that reduce churn and enhance long-term loyalty.
• Act as an escalation point for driver concerns, resolving issues quickly and empathetically.
• Create continuous feedback loops, ensuring driver insights inform operational decisions.
• Lead driver recognition and rewards programs to celebrate high performance and drive motivation.

Performance Monitoring & Destination Health

• Monitor KPIs at the destination level, ensuring service quality and driver performance benchmarks are met.
• Track satisfaction and engagement metrics to identify trends, risks, and improvement areas.
• Proactively identify underperforming regions and implement targeted intervention plans.
• Collaborate with BI and Data teams to leverage analytics for decision-making and forecasting.
• Ensure destination health through preventive strategies that address performance before issues arise.

Communication & Support Systems

• Build structured, multi-channel communication protocols to keep drivers informed and engaged.
• Optimize outreach through SMS, email, and in-app messaging for maximum effectiveness.
• Act as a bridge between drivers and internal teams, translating feedback into action.
• Oversee and continuously improve support and escalation processes for driver inquiries.
• Implement real-time support mechanisms to minimize downtime and improve satisfaction.

Process Standardization & Optimization

• Identify gaps in engagement, support, and retention processes; implement continuous improvements.
• Automate workflows to drive consistency and proactive outreach.
• Develop and enforce Standard Operating Procedures (SOPs) for Destination Success operations.
• Introduce tools and dashboards for real-time performance tracking and agile decision-making.
• Conduct regular engagement audits and feedback sessions to refine best practices.

Cross-Functional Collaboration

• With Live Operations: Ensure real-time driver supply matches service demand across destinations.
• With Quality: Align on compliance, onboarding, and performance evaluation criteria.
• With Pricing: Shape incentive strategies that support both driver satisfaction and profitability.
• With BI & Strategy: Use performance data to drive strategy and localized actions.
• With Expansion & Acquisition: Coordinate to maintain a healthy supply in new and scaling destinations.

Team Management

• Lead and mentor a team of Destination Success Executives.
• Track team performance across recruitment KPIs and drive continuous improvement.
• Foster a high-performance, feedback-driven, and data-first team culture.

Requirements

• 5+ years of experience in driver operations, customer engagement, retention, or mobility/logistics.
• Proven track record in leading driver-facing or large-scale engagement initiatives.
• Analytical mindset with experience in SQL, Excel, and Power BI (or similar tools).
• Familiarity with communication platforms and workflow automation tools.
• Strong project management and process optimization skills.
• Excellent cross-functional collaboration and stakeholder management abilities.
• Fluent in English; other languages are a plus.

Benefits

• Vibrant and fresh work environment
• Flexible work-from-home policy
• The tools you need to perform your daily tasks successfully
• L&D personal budget
• Private Insurance Plan
• The unique opportunity to join "the next big thing" at ground level

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the "Apply for this job" button