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About Wingz, Inc.
Wingz is a rideshare platform focused on Non-Emergency Medical Transportation (NEMT). Our network of compassionate, credentialed drivers helps vulnerable populations gain access to the care they need.
About the role
Market Operations keeps our markets running: enough verified drivers on the road, every trip assigned before the day begins, and every trip completed on time. You'll own a piece of that and be measured on it. This is a decision-making role, not a scripted one — you'll make calls, act, and explain your reasoning afterward. If you're looking for phone-based client support with defined procedures, our Client Support Specialist opening is the better fit.
How your responsibilities are assigned
The responsibilities below cover everything Market Operations does across five areas. You will not be responsible for all of them.
During the hiring process, we'll evaluate where your strengths fit best, and you'll start in one area. Your assignment is confirmed before you accept the offer, so you'll know exactly what you're taking on. Over time, you'll be cross-trained into more.
Read this as the map of the team you're joining, and your starting point within it.
What you'll do
If assigned to Driver Onboarding & Activation
Make fast first contact with new driver applicants and guide them through the application
Run onboarding interviews, group and 1:1, and decide who advances
Review driver documents for accuracy and compliance, and coach applicants through corrections
Coordinate background checks and screenings, and follow up until cleared
Run activation calls so new drivers are confident on the app before their first trip
Keep the roster current: expiration outreach, reactivation checks, and removing inactive drivers
If assigned to Dispatch & Scheduling
Build driver schedules and assign trips against them
Sweep the current week for schedule gaps and fill them before trips go uncovered
Work inside our AI-assisted dispatching tools, producing and acting on the daily output
Flag where the tooling gets it wrong so it improves
Notify drivers of schedule changes
If assigned to OTP Specialist
Monitor on-time performance live and intervene before a trip goes late, not after
Own urgent trip reassignments end to end: the decision, driver contact, and resolution
Keep clients informed before they have to ask
Step in when leads are tied up so nothing waits in a queue
If assigned to Routing Specialist
Build and adjust routes for efficiency and reliability
Make sure drivers activate GPS well ahead of pickup
Chase and coach drivers who don't, before it becomes a data gap
Protect billing and claims accuracy by keeping trip data complete
If assigned to Market Associate
Cover a portion of all three areas above in a newer or smaller market
Shift week to week toward whatever is currently limiting the market
Flag early which area is about to break
Every Market Operations Associate, in every area
Own your daily and weekly targets, and know where you stand without being asked
Resolve problems in your area rather than handing them off
Escalate what's genuinely above your authority, with what you've already tried and what you recommend
Keep driver and trip records accurate in every system you touch
Improve the procedures you work from, and document the ones that don't exist yet
Cross-train as backup on one adjacent area
Bring us patterns, not just incidents
What you'll need
2-4 years in operations, dispatch, logistics, or program coordination, a role where you owned an outcome, not just a queue Sound judgment without a script. Much of this work has no procedure for the situation in front of you Comfort with tradeoffs. Some days you can cover one trip or the other, not both, and you'll need to decide quickly and defend the call Comfort being measured daily. You should want the scoreboard, not avoid it Ability to hold several threads at once and switch between them without dropping any Strong written and verbal communication — most areas involve daily calls with drivers Composure when things break. Some days are interrupt-driven and won't go as planned Detail accuracy where a missed date or wrong record has real consequences Strong spreadsheet skills and the ability to learn new tools quickly Willingness to work ET hours, including weekend or holiday rotation depending on assignment Reliable high-speed internet and a quiet space for video calls
Bonus Points
NEMT, healthcare transportation, or other regulated service experience
Dispatch, fleet, or last-mile operations background
Applicant tracking or recruiting platform experience
Experience running group interviews or high-volume onboarding
Experience with AI-assisted operational tooling
Why Wingz?
Mission-driven work that makes a tangible difference in people’s lives.
100% remote work culture
A small, agile team where your impact is felt every day.
