Operations Associate - General Operations

<div class="content-intro"><p>Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.</p></div><p>As an <strong>Operations Associate</strong>, you’ll be at the heart of our chauffeur community. Your mission is to drive engagement, improve performance, and elevate the chauffeur experience across the UK. You’ll work cross-functionally to deliver impactful initiatives, strengthen relationships, and ensure that every chauffeur journey reflects the Wheely standard of excellence.</p> <h3>What You will do:</h3> <ul> <li><strong>Champion our chauffeurs internally</strong> - surface insights and feedback to relevant teams, driving meaningful change in processes, standards, and product features.</li> <li><strong>Lead communications with Wheely chauffeurs</strong> - manage campaigns that inform, inspire, and engage. From in-app messages to newsletters, ensure every update is clear, consistent, and aligned with our brand tone.</li> <li><strong>Build trust and engagement</strong> - develop strong relationships with our chauffeurs through empathy, influence, and ongoing dialogue.</li> <li><strong>Close the feedback loop</strong> - analyse feedback and performance data to identify trends, propose improvements, and implement initiatives that enhance the chauffeur experience.</li> <li><strong>Design and manage incentive programs</strong> - from performance-based bonuses to non-monetary recognition, ensure initiatives drive motivation and measurable results.</li> <li><strong>Support high-profile events</strong> — operationally lead chauffeur participation at key events like Royal Ascot, Henley Regatta, Goodwood Revival, and more - ensuring a seamless experience for all involved.</li> <li><strong>Use data to make an impact</strong> - identify performance opportunities, track engagement metrics, and build proposals to improve operational efficiency.</li> <li><strong>Communicate with clarity and purpose</strong> - craft well-structured updates and presentations, keeping chauffeurs informed of standards, policy updates, and new features.</li> </ul> <h3>We’re looking for someone who:</h3> <ul> <li>Has a passion for exceptional customer focus &amp; service, desirably through experience in a customer-facing environment or hospitality</li> <li>Approaches projects in a data-drive, methodical &amp; structured manner, with the ability to interpret and act upon data</li> <li>Is empathetic, with strong interpersonal &amp; communication skills, and an excellent listener</li> <li>Can juggle multiple tasks at the same time without compromising on accuracy or quality</li> <li>Comfortable using software and tools relevant to the role (SQL, Google Suite, Notion, Intercom)</li> <li>Is able to work <strong>5 days at our London Academy in Syon Park, Brentford</strong></li> </ul> <h3>What we offer</h3> <p>Wheely expects the very best from our people, both on the road and in the office. In return, employees enjoy flexible working hours, stock options and an exceptional range of perks and benefits.</p> <ul> <li>Competitive salary and equity package</li> <li>Private Medical Insurance</li> <li>Dental Insurance</li> <li>Life and critical illness insurance</li> <li>Monthly credit for Wheely journeys</li> <li>Lunch allowance</li> <li>Cycle to work scheme</li> <li>Professional development subsidies</li> <li>Best-in-class equipment</li> <li>Free parking at Syon Park</li> <li><strong>This is an office-based role located in Syon Park</strong>. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least five days a week.</li> </ul><div class="content-conclusion"><p>All of your personal information will be collected stored and processed in accordance with&nbsp;<a href="https://wheely.com/en/legal/uk/for-candidates/privacy" target="_blank">Wheely’s Candidate Privacy Notice</a></p></div>