Marketplace Operations Associate

Job title : Marketplace Operations Associate

THE ROLE

Run live operations for our North American tour network, making real-time calls on coverage, dispatch, and exceptions so every tour goes out staffed, on time, and set up to deliver a great guest experience.

WHAT YOU'LL DO

Live Operations and Real-Time Decisions

• Own the live operations seat during your shift across multiple cities
• Make real-time calls when guides no-show, tours run late, demand shifts, or things break, triaging by impact rather than inbox order
• Act as the decision-maker on shift; escalate only what genuinely needs escalation

Scheduling and Workforce Coverage

• Build, publish, and maintain daily and weekly guide schedules across the network
• Manage shifts, swaps, and availability so coverage matches forecasted demand and live conditions
• Communicate assignments and changes to guides clearly and quickly

Network Visibility and Performance

• Track check-ins, punctuality, and attendance in real time using our dashboards and tooling
• Surface patterns such as chronic gaps, problem routes, and underused capacity, and bring them back to the team
• Own a small set of operational KPIs such as fill rate, on-time departure, and coverage incidents

Process Building

• First point of contact for guides on shift, with a calm, clear, empathetic tone
• Support onboarding for new ops team members as we grow

WHAT YOU BRING

• Experience in live operations, marketplace ops, dispatch, or workforce coordination: anywhere you had to make decisions in real time with incomplete information
• Comfort working in dashboards and spreadsheets
• Sharp written communication; you can run three Slack or Discord threads at once without losing the thread
• Sound judgment under pressure and a bias toward action
• Availability to work shifts, including evenings and weekends

NICE TO HAVE

• Prior Live Ops experience at a rideshare, delivery, or marketplace company
• Interest in travel, tourism, or guest experience operations

WHY JOIN

• Sit at the centre of a real-time, multi-city operation, where the decisions you make show up in tours that ran (or didn't) the same day
• Work with our internal tooling, including the GOAT guide app and the predictive systems we're building on top of it