Business Operations Specialist

Department: Market Operations & Supply

Employment Type: Full Time

Location: Guatemala

Description

Key Responsibilities

• Coordinate strategies to attract, activate, reactivate, and retain drivers
• Lead initiatives to maximize driver lifecycle value, from first contact to long-term engagement

• Lead and manage a team of agents focused on driver engagement
• Conduct training sessions to develop key skills for user acquisition and activation
• Foster a motivating and high-performance team environment

• Monitor and optimize the entire driver funnel: from app installation to completing successful orders
• Track and improve territory KPIs
• Design and execute action plans to improve key metrics

• Create and execute incentive programs to boost agent and driver performance
• Share performance feedback and insights to encourage continuous improvement

• Assist in launching, adapting, and enhancing strategies for driver activation/reactivation
• Manage third-party partnerships to increase the number of new drivers onboarded

• Oversee call scripts and AI-driven communication tools
• Continuously test and refine communication approaches for optimal user experience
• Ensure all touchpoints deliver high-quality interactions

• Travel within the country to support on-the-ground efforts for new city launches
• Organize and lead local driver recruitment campaigns

• Stay on top of competitor activity (bonuses, offers, etc.)
• Ensure seamless cross-functional communication with internal stakeholders to align strategies and priorities

Skills, Knowledge & Expertise

• Advanced English proficiency: Both written and verbal communication skills are required
• Strong understanding of the sales funnel and how it applies to driver acquisition
• Proven customer relationship management skills, particularly in managing large-scale recruitment efforts
• Experience in sales or recruitment, with a focus on meeting targets and performance optimization
• Intermediate or Advanced Excel skills, with the ability to analyze data, create reports, and track KPIs
• Availability for business travel to manage recruitment activities across different regions
• Degree in Business Administration, Marketing, or a related field (either in progress or completed)
• Sales team management experience is highly desirable, particularly in recruitment or acquisition environments
• Strong analytical and problem-solving skills to address challenges in driver recruitment and recommend improvements
• Adaptability and flexibility in a fast-paced environment with evolving recruitment demands and market conditions
• Knowledge of local transportation regulations and market trends would be a plus

Why join us

• Help us challenge injustice by creating fair choices for millions of people across 48 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.