Destination 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  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 a Destination Operations Manager, you'll own the operational performance, driver engagement, and local health of one or more high-priority destinations. This is a senior operational role where you'll be fully accountable for results—ensuring your destinations deliver exceptional service while maintaining close connections with the driver community and gathering critical insights from the field.You'll work closely with your Regional Manager and central teams to ensure destinations run smoothly, are correctly configured, and reflect local realities in pricing and capacity decisions. This role requires a strong blend of analytical thinking, hands-on execution, and stakeholder management.

Responsibilities

Destination Performance & Operational Execution

• Own end-to-end operational performance for your assigned destinations, tracking transfer success rates, driver utilization, and service quality metrics
• Execute routine data analysis to ensure key operational performance indicators (KPIs) are met and take corrective action when thresholds are breached
• Assist in forecasting demand surges and seasonal patterns, ensuring proper resource allocation and driver availability
• Report inefficiencies and suggest improvements in driver scheduling, dispatching, and allocation models
• Conduct weekly reviews of operational data, ensuring continuous optimization of destination workflows
• Maintain destination configurations including cutoff times, vehicle limits, and pricing strategies based on live data analysis

Demand-Supply Balancing & Driver Allocation

• Track driver availability across your destinations, ensuring proper service capacity during peak and off-peak periods
• Assist in the optimization of incentive programs to keep drivers engaged and aligned with operational targets
• Work closely with the Acquisition & Recruiting team to highlight geographic or time-slot-based driver shortages
• Conduct basic data analysis on operational trends, supporting proactive decision-making on driver allocation
• Monitor and refine bookings allocation for peak-hour stability, ensuring high service reliability

Transfer Success & Service Reliability

• Track and work towards reducing last-minute cancellations, ensuring transfer fulfillment aligns with service commitments
• Monitor service-level disruptions, identifying patterns that require further operational intervention
• Communicate emerging service risks to Live Operations team to trigger rapid corrective measures
• Work with Quality & Compliance teams to flag recurring driver issues impacting service efficiency

Local Market Intelligence & Community Engagement

• Capture reliable intelligence on pricing, driver costs, competitor pay, local regulations, and community sentiment
• Feed structured insights to central teams (Pricing, Strategy) to inform decision-making
• Build visibility and trust with local drivers through regular engagement activities
• Identify and manage driver ambassadors, collect feedback, and run initiatives to improve satisfaction
• Organize incentive campaigns, driver quests, or reactivation pushes—track results and share learnings

Cross-Functional Collaboration & Continuous Improvement

• Collaborate with Live Operations team to provide real-time visibility on driver availability and operational risks
• Partner with Acquisition & Recruiting to proactively communicate driver shortages or surpluses
• Work closely with the Pricing team to ensure operational decisions align with cost efficiency and budget targets
• Coordinate with Business Intelligence and Data Analytics teams to support performance tracking and data-driven operational decisions

Requirements

• 3+ years of experience in operations, logistics, mobility, or marketplace management.
• Proven track record of managing performance and executing improvement actions based on data insights.
• Strong analytical skills — comfortable using dashboards, reports, and KPIs to guide decisions.
• Hands-on problem solver with a proactive approach to spotting and addressing operational challenges.
• Excellent communication and stakeholder management, able to build relationships across drivers, partners, and internal teams.
• Understanding of local market conditions, including supply/demand dynamics, competitor landscape, and regulatory requirements.
• Fluent in English, with local language skills considered an advantage.
• Energy and ownership mindset — you take responsibility for results and don’t wait to be told what to do.

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
• +4 extra PTO days annually
• The unique opportunity to join “the next big thing” at ground level