Operations Specialist

Operations Specialist

Location: San Francisco, CA 94103 Pay Rate: $35.00 Hybrid Schedule: Monday - Friday 9:00am - 5:00pm, Tuesday - Thursday onsite *based on project demands, Monday and/or Friday may be onsite*

About the Team

This 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 Responsibilities

1. Live Operations & Trip Management

• Oversee day-to-day trip activity, ensuring assignments, schedules, and service standards are consistently met
• Proactively monitor live trips and resolve time-sensitive issues, including schedule changes and special requests
• Partner with fleet operators and support teams to ensure vehicle readiness and service quality

2. Quality Control & Feedback Insights

• Review, categorize, and route rider and driver feedback to appropriate teams
• Identify trends and recurring issues to drive operational and product improvements
• Collaborate with cross-functional stakeholders to enhance reliability and hospitality

3. Operational Scaling & Excellence

• Maintain dashboards and reports to track key performance metrics
• Document processes and support workflow improvements to drive efficiency and consistency
• Contribute insights and learnings to support global scaling of the Elite offering

Qualifications

Basic Requirements

• Bachelor's degree (BA/BS)
• 2+ years of experience in operations, analytics, or process documentation
• Proven success in fast-paced, high-performance environments
• Excellent written and verbal communication skills
• Ability to remain calm, make sound decisions, and solve problems under pressure
• Flexibility to support evenings, weekends, and special activations

Preferred Qualifications

• Experience with AI tools (e.g., Gemini, Claude) and workflow automation
• Familiarity with platforms such as Google Workspace, Slack, or similar tools
• Background in data analysis and workflow optimization
• Experience in feedback management, service recovery, or VIP client relations
• Prior exposure to luxury hospitality, aviation, or premium mobility services

What We're Looking For

• Passion for hospitality, customer experience, and operational excellence
• Strong attention to detail with excellent organizational skills
• Tech-savvy and comfortable navigating dashboards and communication tools
• Collaborative, adaptable, and resourceful in a fast-moving environment
• A proactive self-starter who takes pride in behind-the-scenes execution

Top 3 Priorities for Success

1. Live Trip Monitoring & Resolution – Ensure seamless execution through real-time oversight and issue resolution
2. Quality Control & Feedback Analysis – Continuously improve the experience through insights and action
3. Operational Scaling & Reporting – Build processes and track performance to support sustainable growth