Global Retail Operations Manager at Mulberry leading innovation and driving retail operations across global markets. Focusing on creativity, customer - centricity, and continuous improvement.
About the role
- Live Operations Specialist handling real-time operational emergencies at a travel tech startup. Supporting driver coordination, customer communication, and incident documentation in a dynamic environment.
Responsibilities
- Real-time incident handling - Respond to live operational emergencies including driver no-shows, cancellations, delays
- Driver reassignment -Execute driver reassignments and alternative solutions to save transfers at risk
- EM spend management - Follow EM spend guidelines and escalate appropriately when interventions require significant cost
- Removal prevention - Work to prevent removals through proactive outreach and intervention
- Customer communication - Communicate with customers during emergencies to manage expectations
- Driver coordination - Coordinate with drivers during incidents, providing instructions and support
- Incident documentation - Document incidents thoroughly for post-incident review
- Pattern identification - Identify recurring issues and escalate for systemic resolution
- Shift coverage - Provide coverage during peak hours, weekends, and high-demand periods
Requirements
- 1–3 years of experience in operations, customer support, or live operations roles
- Ability to work under pressure and make quick decisions
- Strong communication skills in English and Portuguese
- Problem-solving mindset with creativity in finding solutions
- Comfortable working shifts including evenings, weekends, and peak periods
- Detail-oriented with good documentation habits
- Experience in travel, mobility, or logistics is a plus
- *This role requires flexibility to cover peak operational hours, which may include evenings, weekends, high-season extended hours, and on-call availability during critical periods.*
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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