We are looking for a 100% bilingual Driver Operations Analyst to join our Driverline team.

This role is responsible for providing frontline operational support to drivers across the United States, helping resolve transportation, delivery, and route-related issues through phone, email, and case management platforms.

This role requires confidence communicating in English on a daily basis, along with strong problem-solving, communication, and follow-up skills.

This position is ideal for professionals who want to develop experience in transportation operations, logistics, customer experience, and cross-functional collaboration within a general business environment.

Key Responsibilities

- Provide bilingual operational support to U.S.-based drivers through phone, email, and case management platforms.
- Resolve requests related to deliveries, routes, accounts, and transportation processes.
- Serve as the first point of contact for drivers requiring operational assistance.
- Investigate operational issues, identify root causes, and provide timely solutions.
- Coordinate with internal teams such as Logistics, Distribution, Customer Service, Transportation, and Technology.
- Escalate complex operational issues when necessary and ensure timely follow-up.
- Maintain accurate case documentation and activity records in business systems.
- Meet service-level, quality, productivity, and customer-experience objectives.
- Identify recurring operational issues and recommend process improvement opportunities.




- Support business continuity by helping drivers complete deliveries efficiently.

Requirements

Education: Bachelor's Degree required, preferably in Business Administration, Supply Chain, Logistics, Transportation, Operations, Industrial Engineering, or a related field.

Language Skills: Advanced English level (B2–C1) – Mandatory.

This is a 100% bilingual position. Daily communication with U.S.-based drivers and internal stakeholders will be conducted in English.

Experience:

- At least 1 year of experience in customer service, logistics, transportation, operations, dispatch, shared services, or business operations.
- Experience managing requests through phone, email, or case management platforms is preferred.
- Experience supporting transportation or logistics operations is a plus.

Technical Skills:

- Basic to intermediate proficiency in Microsoft Office, especially Excel and Outlook.
- Experience using case management, transportation, or business support platforms is a plus.
- Experience working with enterprise business systems is preferred but not required.

Availability:

- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving skills.
- Ability to manage multiple requests and priorities.
- Strong ownership and follow-up mindset.
- Ability to work in a fast-paced, service-driven environment.
- Attention to detail and accurate case documentation.
- Team player with strong organizational and collaboration skills.
- Interest in developing knowledge of transportation and logistics operations.

📌 Bilingual Driver Operations Analyst (Aguascalientes)
🏢 Grupo Modelo
📍 Aguascalientes