Service Partner Operations Specialist

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 this link 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 Service Partner Specialist at Welcome Pickups, you will ensure our fleet and dispatcher partners deliver a consistent, high-quality service everywhere they operate - turning agreed performance standards into results on the ground and stepping in directly when a destination needs extra support to hit its numbers. The role checks that agreed processes for performance management, partner onboarding and monthly capacity planning are being followed by the teams responsible for running them, resolves CRM and product issues partners hit once Support has escalated them and turns proven ways of working into playbooks and tools other teams can use. The role isn't assigned a fixed group of partners to manage day to day; it's pulled in for extra capacity and for escalations, while the Service Partner Operations Manager leads partner strategy, sourcing and commercial agreements. Success means agreed processes are followed, performance issues get resolved before they become bigger escalated problems, and more partners and destinations can be supported to a consistently high standard.

Responsibilities

Performance Management Framework Governance

• Monitor adherence to the performance management framework (capacity, fulfilment, quality) that the Service Partner Operations Manager designs, across the teams responsible for running it.
• Escalate gaps, non-compliance or recurring failures to the team rather than resolving them unilaterally when they sit outside this role’s authority.

Onboarding Workflow Governance

• Confirm that partner onboarding is actually executed by the responsible teams (Acquisition & Recruitment, Destination Operations Managers and others), tracking status against the agreed workflow.
• Flag onboarding delays or unmet steps to the owning team.

Monthly Planning Coordination

• Coordinate the monthly process for destinations flagged for supply growth, making sure Destination Operations Managers request and gather net additional capacity from existing partners — Destination Operations Managers own execution of that outreach; the current role coordinates and confirms it happens.
• Flag input gaps or genuine supply gaps (partners can’t offer enough capacity) to the Service Partner Manager and Head of Supply so they can build a supply plan to close them.

Capacity Backstop for Destination Performance

• Step in directly on partner-side fulfilment and quality work in destinations where a Destination Operations Manager lacks the bandwidth to move performance metrics on their own.
• Engage partners only on this pull basis — capacity requests and escalations.

CRM/Product Issue Resolution

• Resolve CRM, back-office and product issues affecting partners once Support has escalated them, diagnosing whether the issue is user error or a genuine product/system bug.
• Document and hand off issues that require Product or Engineering involvement, and close the loop with Support once resolved.

Documentation, Playbooks & Capability Building

• Turn the team’s frameworks and ways of working into clear playbooks, SOPs and training material that Destination Operations Managers and other local teams can run independently.
• Use this documentation to grow how many partners and destinations the function can effectively support.

Requirements

• 2–4 years of experience in procurement, purchasing, vendor/supplier management or broader supply chain operations, comfortable with the mechanics of managing external supply against agreed terms and performance.
• Process ownership: keeping teams across Operations working to an agreed process, using good judgement to resolve potential issues directly or through escalation.
• Comfortable in spreadsheets and dashboards, able to distinguish a real capacity, fulfilment or quality gap from noise.
• Hands-on partner performance: working closely with Destination Operations Managers, and stepping in when needed, to improve service partner results.
• Demonstrated ability to turn a working process into clear, teachable documentation, playbooks and training material that another team can run independently.
• Comfortable supporting tool design, testing and rollout; AI-curious, already using or keen to use AI/automation tools, with the judgement to check outputs rather than take them at face value.
• Power-user fluency with internal systems (CRM, Ops Intelligence Hub, dispatcher tooling): able to diagnose issues, distinguish data input gaps and user errors from a genuine product bugs, and write clear escalations to Product/Engineering.
• Excellent written and spoken English, with additional languages, and exposure to travel, mobility, logistics or marketplace operations, considered an advantage.

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