EM Operations Specialist, LATAM

EM Operations Specialist supports the Live Operations team in handling emergency situations, last-minute cancellations, and real-time operational challenges. As Welcome Pickups scales to handle more volume and high-stakes partnerships, this role ensures we maintain high save rates and minimize EM spend while protecting customer experience.

• 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 expect...