Market Operations Associate (Latin America, Fully Remote) in Brasília, Distrito Federal at Wingz, Inc.

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.

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.
• Competitive compensation and benefits.