Operational Specialist

Operations SpecialistLocation: San Francisco, CAPay Rate: $35.00Hybrid Schedule: Monday - Friday 9:00am - 5:00pm, Tuesday - Thursday onsite *based on project demands, Monday and/or Friday may be onsite.*About the TeamThis client is a first-of-its-kind premium offering designed to deliver unmatched quality, reliability, and white-glove service to our most discerning customers. For many riders, these experiences represent the very best of our brand—where expectations are high and execution must be flawless.We’re seeking an Operations Specialists to ensure every trip runs seamlessly from start to finish. In this role, you’ll oversee daily operations, monitor live trips, manage feedback, and collaborate cross-functionally to uphold and elevate the Elite standard. This is a fast-paced, detail-oriented role critical to scaling our next generation of premium service.Key Responsibilities1. Live Operations & Trip ManagementOversee day-to-day trip activity, ensuring assignments, schedules, and service standards are consistently metProactively monitor live trips and resolve time-sensitive issues, including schedule changes and special requestsPartner with fleet operators and support teams to ensure vehicle readiness and service quality2. Quality Control & Feedback InsightsReview, categorize, and route rider and driver feedback to appropriate teamsIdentify trends and recurring issues to drive operational and product improvementsCollaborate with cross-functional stakeholders to enhance reliability and hospitality3. Operational Scaling & ExcellenceMaintain dashboards and reports to track key performance metricsDocument processes and support workflow improvements to drive efficiency and consistencyContribute insights and learnings to support global scaling of the Elite offeringQualificationsBasic RequirementsBachelor’s degree (BA/BS)2+ years of experience in operations, analytics, or process documentationProven success in fast-paced, high-performance environmentsExcellent written and verbal communication skillsAbility to remain calm, make sound decisions, and solve problems under pressureFlexibility to support evenings, weekends, and special activationsPreferred QualificationsExperience with AI tools (e.g., Gemini, Claude) and workflow automationFamiliarity with platforms such as Google Workspace, Slack, or similar toolsBackground in data analysis and workflow optimizationExperience in feedback management, service recovery, or VIP client relationsPrior exposure to luxury hospitality, aviation, or premium mobility servicesWhat We’re Looking ForPassion for hospitality, customer experience, and operational excellenceStrong attention to detail with excellent organizational skillsTech-savvy and comfortable navigating dashboards and communication toolsCollaborative, adaptable, and resourceful in a fast-moving environmentA proactive self-starter who takes pride in behind-the-scenes executionTop 3 Priorities for SuccessLive Trip Monitoring & Resolution – Ensure seamless execution through real-time oversight and issue resolutionQuality Control & Feedback Analysis – Continuously improve the experience through insights and actionOperational Scaling & Reporting – Build processes and track performance to support sustainable growth