Fastracc SA is a well experienced organization based in Athens, Greece, providing premium & luxury transfer services, for Hotel, Tour Agency Partners and many more.

Fastracc SA is growing and scaling at an unprecedented rate, and we need someone to help us on our day to day operations activities.

We're looking for an enthusiastic professional to join Fastracc SA as an Operations Manager.

The Operations Manager is responsible for overseeing all aspects of the company’s operational processes, ensuring efficiency, scalability, and alignment with business goals. This role involves leading teams across multiple work streams to achieve high performance and customer satisfaction, with direct responsibility for managing critical operational functions including drivers, fleet, customer experience and routing.

This role is perfect for someone who is both

• functional: can manage the day to day operations across multi functional teams & stakeholders.
• analytical: can think 'big picture' across the various operations & services, has the ability to contribute in the streamline of the various operations processes.

Objectives

• Motivate, and support various stakeholders within a time-sensitive and demanding environment.
• Organise and maintain constant day-to-day communication between staff, vendors and various accounts to ensure proper operations of the company.
• Supervise and guarantee the smooth day-to-day operations of people, systems, processes, and accounts.
• Understand the levers to optimize company's approach to balancing growth vs. stability/sustainability.

Responsibilities

Team Leadership

• Manage and lead key department heads: e.g. Drivers’ Supervisor, Dispatch Supervisor, Fleet Supervisor, Customer Experience Manager.
• Oversee the day-to-day operational performance, ensuring team members meet KPIs and deliver high-quality service.

Strategic Planning & Scalability

• Develop and implement strategies to scale operations in alignment with business growth objectives.
• Continuously optimize processes to improve efficiency, reduce costs, and enhance service quality.

Operational Oversight

• Ensure smooth execution of daily transfers, route scheduling, and vehicle dispatching, working closely with direct reports to handle real-time issues.
• Supervise live tracking of operations, managing disruptions and escalations as needed.

Compliance & Quality Control

• Ensure all operational activities comply with company policies and service level agreements (SLAs) established with clients, including hotels, agencies, and other partners.

Resource, Dispatch & Fleet Management

• Collaborate with the Fleet Supervisor to manage fleet availability and ensure the maintenance schedule aligns with operational needs.
• Work closely with the Driver Supervisor to ensure driver performance aligns with company expectations and standards of safety and customer service.
• Liaise with the Dispatch Supervisor to ensure smooth execution of daily transfers.

Customer Experience & Issue Resolution

• Work closely with the Customer Experience Manager to ensure the highest level of customer satisfaction, addressing any operational challenges or feedback.
• Resolve escalated issues related to customer or partner complaints, ensuring quick and efficient solutions.

Performance Monitoring & Reporting

• Design and monitor key performance indicators (KPIs) across functional working streams and provide detailed reports to senior management on operational efficiency, challenges, and improvement opportunities.
• Lead weekly meetings with direct reports to review performance, resolve issues, and align on operational goals.

Recruitment, Training & Development

• Oversee the recruitment, training, and development of key operational roles in collaboration with department heads.
• Ensure continuous development programs for all staff to meet evolving operational demands and maintain high service standards.

Process Improvement & Innovation

• Identify areas for process improvement and implement new technologies or workflows that enhance productivity and service levels.
• Promote a culture of continuous improvement across all operational teams.

Required skills

• Bachelor's degree in Business, Operations Management, or a related field.
• 5+ years of experience in an operational management role, ideally (but not necessary) within logistics, transportation, or a service-oriented industry.
• Strong leadership and team management skills with the ability to motivate and support multiple departments.
• Excellent communication skills, ability to communicate clearly and effectively, team player attitude in fast-paced work environments.
• Proven ability to manage day-to-day operations, meet KPIs, and drive continuous improvement.
• Excellent problem-solving skills with experience handling real-time operational challenges.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint), and familiarity with fleet management and route planning software.
• Proficiency in English.

Preferable skills

• Experience in Tourism and Transfer services is also a plus.
• Familiarity with service level agreements (SLAs) and customer service best practices.
• Excellent ability to undertake, but also delegate responsibilities while maintaining organizational control of operations and customer service.
• Ability to build consensus and relationships among various internal and external stakeholders partners, and employees is a plus.

Work Environment

• Field-based role with frequent interaction across operational sites (transfer hubs, vehicle dispatch centers, hotels) and remote teams.