[Hiring] Market Operations Associate @Wingz Global

Role Description

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:

• 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.

Qualifications

• 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.

Benefits

• 10 PTO and HMO after the probationary period.
• Pay-out Frequency: Semi-monthly.
• Equipment: Self-Provide.