Senior Operational Excellence Specialist

Welcome Pickups

. 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.

Posted 10/2/2026full-timeAthens • GreeceSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational excellence and service design, with a strong focus on improving traveler experience through data-driven decision-making and effective communication. Capable of leading cross-functional initiatives and implementing measurable service improvements.

Highest-signal resume keywords

Operational ExcellenceService DesignData AnalysisProject ManagementClear Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Improvement ImplementationWorkflow DesignDecision Rules DevelopmentUser Acceptance TestingPilot Success Criteria DefinitionAnalytical SkillsSpreadsheetsBusiness Intelligence ToolsSQLAutomation

Soft Skills

Strong Sense of OwnershipClear CommunicationInfluencing Skills

Industry Keywords

Traveler ExperienceMobilityHospitalityLogisticsService Marketplace

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

At least 5 years of relevant experience in operational excellence, customer or traveler experience, service design or business operations, with evidence of implementing service improvements.
A track record of independently leading initiatives across teams, from diagnosing a problem through rollout, adoption and measurable outcomes.
Strong process and service-design skills: able to connect traveler needs with practical workflows, decision rules, exception handling and operational constraints.
Hands-on analytical ability using spreadsheets, BI tools and SQL (optional); able to validate findings and distinguish service issues from gaps in the data.
Experience defining pilot success criteria, evaluating results and making clear recommendations on what to scale or change.
Ability to write clear requirements, work effectively with Product and technical teams, and influence operational stakeholders without direct management authority.
Practical experience using AI or automation to improve analysis or workflows, with sound judgement about accuracy and responsible use of traveler data.
Excellent written and verbal English, clear communication and a strong sense of ownership.
Experience in travel, mobility, hospitality, logistics or a service marketplace is an advantage.

Benefits

Comp & perks

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