Job Title: Operations Specialist (Startup Operations)

Location: Remote

Type: Part-Time Internship (4-month unpaid internship with the opportunity to transition into a paid role based on performance and business requirements.)

About Pocketride

Pocketride is building the future of mobility. What started as a community-focused ridesharing platform is evolving into an AI-powered mobility technology company focused on making transportation more accessible, connected, and intelligent. We're developing innovative solutions that improve the experience for riders, drivers, businesses, and communities while creating scalable technology that addresses real-world mobility challenges.

As we continue to grow, we're looking for passionate individuals who thrive in fast-paced startup environments and are excited to make a meaningful impact from day one.

Role Overview

We're looking for an organized, proactive, and execution-focused Operations Specialist who thrives in a fast-moving startup setting. This role is responsible for ensuring Pocketride's day-to-day operations run efficiently by coordinating projects, supporting operational teams, monitoring key performance metrics, and driving continuous process improvements.

Working closely with the VP of Operations, you will help manage a team of 4–6 team members, own operational workflows, support driver and rider success initiatives, oversee project execution, and ensure accountability across multiple business functions. If you're someone who naturally takes ownership, enjoys solving problems, and excels at keeping people and projects on track, we'd love to hear from you.

What You'll Do

Lead Daily Operations

- Support the day-to-day operations of the business while ensuring priorities remain aligned
- Run daily stand-ups and coordinate work across operational teams
- Prioritize tasks, remove blockers, and ensure projects continue moving forward
- Coach and support team members while promoting accountability and performance
- Assist with onboarding new employees and ensuring operational procedures are followed
- Coordinate workload distribution and approve time-off requests when required

Drive Operational Excellence

- Monitor support ticket queues and ensure SLA compliance
- Manage escalations and resolve operational issues efficiently




- Balance staffing requirements and workloads across the team
- Identify operational risks before they become business issues
- Recommend and implement corrective actions to improve operational performance

Support Driver & Rider Success

- Coordinate driver onboarding and activation processes
- Ensure driver documentation remains accurate and compliant
- Maintain clear communication with drivers throughout their lifecycle
- Support rider experience initiatives and customer satisfaction efforts
- Help improve rider retention through operational excellence

Monitor Marketplace Performance

- Track marketplace health using operational KPIs
- Monitor ride fulfillment, driver availability, and supply-demand balance
- Identify marketplace inefficiencies and recommend improvements
- Escalate emerging marketplace issues before they impact riders or drivers

Manage Projects & Partnerships

- Own project execution after planning is complete
- Track timelines, milestones, deadlines, dependencies, and project owners
- Coordinate cross-functional initiatives and product launches
- Ensure partnership deliverables are completed on schedule
- Determine when leadership involvement is required to remove roadblocks
- Provide regular project status updates and identify potential risks

Improve Processes

- Build, document, and continuously improve Standard Operating Procedures (SOPs)
- Identify workflow inefficiencies and recommend automation opportunities
- Standardize operational processes to improve consistency and scalability
- Drive continuous improvement initiatives across departments

Track Performance & Reporting

- Monitor daily operational dashboards and KPIs
- Track metrics including:
- Marketplace health
- Driver onboarding
- Driver supply
- Ride fulfillment
- Customer satisfaction (CSAT)
- Incident volume
- Open support tickets
- Prepare KPI reports, operational reports, project updates, and resource planning reports for leadership





Support Business Growth

- Maintain CRM accuracy and data hygiene
- Coordinate outreach activities and follow-up schedules
- Support business development initiatives through operational execution
- Collaborate across departments to ensure business objectives are achieved

What We're Looking For

What You Bring

- Strong organizational and project management skills
- Excellent communication and stakeholder management abilities
- The ability to prioritize multiple competing initiatives in a fast-paced environment
- Confidence making sound decisions with limited information
- A proactive mindset with exceptional follow-through
- Strong leadership skills and the ability to hold team members accountable
- A systems-thinking approach to solving operational challenges
- A passion for process improvement and operational excellence
- The ability to identify problems early and implement practical solutions
- Comfort working in an evolving startup environment where priorities can shift quickly
- A collaborative attitude and willingness to work across multiple departments

Why Join Pocketride?

- Help build the future of AI-powered mobility from the ground up.
- Work directly with senior leadership and influence key operational decisions.
- Gain hands-on startup experience across operations, strategy, partnerships, customer success, and project management.
- Be part of a collaborative team where your ideas and contributions make a measurable impact.

Please Note: This position begins as a four-month unpaid internship designed to provide meaningful hands-on startup experience, mentorship, and ownership of real business initiatives. High-performing interns may be offered a paid part-time position following the internship based on individual performance and business needs.

Join us in shaping the future of community-driven mobility!

At Pocketride, we are committed to Diversity, Equity, and Inclusion. We believe in providing equal opportunities for all, ensuring no bias or discrimination, and fostering an environment where every voice is heard and valued.

You can also find more opportunities on our careers page at mypocketride.com/careers or follow Pocketride on LinkedIn to stay updated on our latest openings.

📌 Operations Specialist (Canada)
🏢 Pocketride
📍 Canada