Market Operations Associate

Job Summary:

Market Operations keeps our markets running: enough verified drivers on the road, every trip assigned before the day begins, and every trip completed on time. You'll own a piece of that and be measured on it. This is a decision-making role, not a scripted one — you'll make calls, act, and explain your reasoning afterward. If you're looking for phone-based client support with defined procedures, our Client Support Specialist opening is the better fit.

How your responsibilities are assigned

• The responsibilities below cover everything Market Operations does across five areas. You will not be responsible for all of them.
• During the hiring process, we'll evaluate where your strengths fit best, and you'll start in one area. Your assignment is confirmed before you accept the offer, so you'll know exactly what you're taking on. Over time, you'll be cross-trained into more.
• Read this as the map of the team you're joining, and your starting point within it.

Responsibilities:

If assigned to Driver Onboarding & Activation

• Make fast first contact with new driver applicants and guide them through the application
• Run onboarding interviews, group and 1:1, and decide who advances
• Review driver documents for accuracy and compliance, and coach applicants through corrections
• Coordinate background checks and screenings, and follow up until cleared
• Run activation calls so new drivers are confident on the app before their first trip
• Keep the roster current: expiration outreach, reactivation checks, and removing inactive drivers

If assigned to Dispatch & Scheduling

• Build driver schedules and assign trips against them
• Sweep the current week for schedule gaps and fill them before trips go uncovered
• Work inside our AI-assisted dispatching tools, producing and acting on the daily output
• Flag where the tooling gets it wrong so it improves
• Notify drivers of schedule changes

If assigned to OTP Specialist

• Monitor on-time performance live and intervene before a trip goes late, not after
• Own urgent trip reassignments end to end: the decision, driver contact, and resolution
• Keep clients informed before they have to ask
• Step in when leads are tied up so nothing waits in a queue

If assigned to Routing Specialist

• Build and adjust routes for efficiency and reliability
• Make sure drivers activate GPS well ahead of pickup
• Chase and coach drivers who don't, before it becomes a data gap
• Protect billing and claims accuracy by keeping trip data complete

If assigned to Market Associate

• Cover a portion of all three areas above in a newer or smaller market
• Shift week to week toward whatever is currently limiting the market
• Flag early which area is about to break

Every Market Operations Associate, in every area

• Own your daily and weekly targets, and know where you stand without being asked
• Resolve problems in your area rather than handing them off
• Escalate what's genuinely above your authority, with what you've already tried and what you recommend
• Keep driver and trip records accurate in every system you touch
• Improve the procedures you work from, and document the ones that don't exist yet
• Cross-train as backup on one adjacent area
• Bring us patterns, not just incidents

Requirements

Required

• 2-4 years in operations, dispatch, logistics, or program coordination, a role where you owned an outcome, not just a queue
• Sound judgment without a script. Much of this work has no procedure for the situation in front of you
• Comfort with tradeoffs. Some days you can cover one trip or the other, not both, and you'll need to decide quickly and defend the call
• Comfort being measured daily. You should want the scoreboard, not avoid it
• Ability to hold several threads at once and switch between them without dropping any
• Strong written and verbal communication — most areas involve daily calls with drivers
• Composure when things break. Some days are interrupt-driven and won't go as planned
• Detail accuracy where a missed date or wrong record has real consequences
• Strong spreadsheet skills and the ability to learn new tools quickly
• Willingness to work ET hours, including weekend or holiday rotation depending on assignment
• Reliable high-speed internet and a quiet space for video calls

Preferred

• NEMT, healthcare transportation, or other regulated service experience
• Dispatch, fleet, or last-mile operations background
• Applicant tracking or recruiting platform experience
• Experience running group interviews or high-volume onboarding
• Experience with AI-assisted operational tooling