Welcome Pickups

Operations

• Map the operational traveler journey and combine complaints, reviews, support contacts, driver feedback and operational data to identify recurring points of confusion, friction or service failure.
• Maintain a focused improvement backlog with the Operational Excellence Manager and relevant team owners, prioritising problems by traveler impact, frequency, effort and expected benefit.
• Design practical service improvements, including clearer pickup instructions, proactive communication, driver preparation and recovery handoffs, with explicit standards and exception paths.
• Translate designs into workflows, business rules, data requirements and acceptance criteria.
• Surface traveler-facing changes, including what needs to change, in what order, and what it takes to implement.
• QA what gets built against acceptance criteria, report issues, retest fixes and sign off before launch.
• Lead a portfolio of traveler-experience pilots from scoping to evaluation in selected destinations and Welcome Plus.
• Coordinate dependencies, resolve delivery blockers and recommend whether to scale, refine or stop interventions based on pilot evidence.
• Complete pilot administration, including briefs, data and build requests, trackers, weekly updates, destination briefings and post-pilot write-ups.
• Plan user acceptance testing, operational readiness, training and playbooks with Quality, Support, Live Ops, Destination Operations and Service Partner Management.
• Support post-launch adoption, verify consistent workflow use and hand over sustained execution to operational owners.
• Define baselines and assess changes in pickup failures, communication-related contacts, service compliance and traveler feedback alongside service delivery costs.
• Work with Analytics on measurement and Internal Systems on automation.

Senior Operational Excellence Specialist

Manager

• Own the technical architecture of the customer database, including data capture, structure, and data quality across Braze, HubSpot, site, product, and other sources.
• Define identity resolution, consent, and suppression logic for marketing data flows with Data and Engineering.
• Build and maintain the marketing activation layer on the data warehouse, delivering customer attributes and audiences to CRM and Marketing specifications.
• Own pipelines transferring audiences and attributes between the warehouse, Braze, HubSpot, Google, and Meta, including engagement data flows, coverage, freshness, and failure handling.
• Administer the Commercial team's marketing technology stack, including Braze, HubSpot, and Google Tag Manager.
• Implement and configure new platforms after tooling decisions are made by the CRM team; lead technical rollout and integration.
• Maintain documentation covering data flows, integrations, and ownership.
• Identify and remove technical friction in Commercial tooling and workflows, partnering with Product and Data to automate manual work.
• Triage technical feature requests from Partnerships, Marketing, Pricing, and CRM into a delivery backlog.
• Build business cases for prioritised initiatives, framing impact, effort, and trade-offs.
• Represent Commercial in Product planning and prioritisation forums and communicate delivery status and trade-offs.

Senior Operational Excellence Specialist

MarTech Manager