Journey Coordinator / Transport Controller

JOURNEY COORDINATOR (Dispatch/Operations) (Multi-Sector Accessible & Mobility Operations) Location: United Arab Emirates Employment Type: Full-Time Reporting To: Operations Manager / Transport Supervisor ROLE OVERVIEW The Journey Coordinator is a frontline operations professional responsible for coordinating safe, reliable, efficient, and dignified mobility services across multiple service sectors. This role serves as the operational command center for daily transportation activities, ensuring passengers, Mobility Champions, Care Companions, vehicles, partners, and stakeholders remain connected throughout the journey lifecycle. Journey Coordinators oversee trip execution from booking through completion, balancing operational efficiency, passenger experience, service quality, safety, and real-time problem solving. This role goes beyond traditional dispatching and represents Eunoia Mobility's commitment to trusted, human-centered mobility delivered through operational excellence. The company provides non-clinical, non-emergency transportation services only. Journey Coordinators do not provide medical assessment, treatment, monitoring, clinical decision-making, or emergency medical services. SERVICE ENVIRONMENTS YOU WILL SUPPORT Depending on assignment, operational priorities, and organizational growth, Journey Coordinators may support services across one or more of the following environments: Medical & Injury Mobility Coordinating transportation supporting treatment access, recovery, rehabilitation, and continuity of care. Neuro, Sensory & Autism Mobility Supporting specialized transportation requiring structured communication, predictability, and sensory-aware planning. Children & Special Needs Mobility Coordinating transportation for students, children, and passengers requiring enhanced supervision or support. Education & School Transportation Managing transportation operations supporting schools, universities, educational programs, and student mobility. Airport, Hotel & Travel Mobility Coordinating visitor transportation, airport transfers, hotel partnerships, and tourism-related mobility services. Accessible Transport, Microtransit & Daily Mobility Managing on-demand transportation services and first-/last-mile connectivity solutions. Community, Independent Living & Aging-in-Place Mobility Supporting transportation services that promote independence, social participation, and community engagement. Workforce, Recovery & Return-to-Life Mobility Coordinating transportation supporting employment, rehabilitation, workforce participation, and daily living activities. Events, Sports, Veterans & Protocol Mobility Supporting transportation operations for conferences, exhibitions, sporting events, veterans programs, and VIP services. Emergency, Humanitarian & Special Operations Mobility Supporting coordinated transportation activities during emergency response, evacuation, sheltering, and institutional operations when required. Assignments are based on operational priorities, organizational growth, and service demand. Journey Coordinators are not expected to manage all service environments simultaneously. JOURNEY COORDINATOR STANDARD (HOW WE OPERATE) All Journey Coordinators are expected to: Operate with airline-level operational discipline and attention to detail Prioritize passenger safety, service quality, and operational reliability Communicate clearly and proactively with passengers, drivers, attendants, partners, and stakeholders Anticipate disruptions and resolve issues before they impact service delivery Maintain situational awareness across all active operations Exercise sound judgment during emergencies, service disruptions, and unexpected events Support data-driven decision-making and continuous improvement Maintain accurate documentation, reporting, and operational records Uphold integrity, accountability, and professionalism in every interaction Act as a professional ambassador for Eunoia Mobility across all service environments Journey Coordinators are trusted operations professionals who take ownership of service delivery, operational excellence, communication, and problem resolution throughout every journey. KEY RESPONSIBILITIES Coordinate daily transportation operations across assigned services and programs Schedule, assign, and monitor trips, vehicles, Mobility Champions (Drivers), and Care Companions Optimize routing, scheduling, and resource allocation to maximize efficiency and service quality Monitor real-time operations and proactively address delays, service disruptions, or passenger concerns Maintain ongoing communication with drivers, attendants, passengers, caregivers, schools, hotels, healthcare facilities, and institutional partners Support service recovery efforts and operational problem resolution Ensure accurate trip documentation, service records, and operational reporting Monitor operational performance indicators and identify opportunities for improvement Coordinate vehicle availability, maintenance scheduling, and fleet readiness Support emergency response procedures and operational contingency planning Maintain compliance with company policies, regulatory requirements, and client expectations Assist with onboarding, training, coaching, and operational support for field personnel Support implementation of new technologies, software platforms, and operational processes Participate in operational audits, quality assurance initiatives, and continuous improvement efforts Support special events, institutional programs, community initiatives, and strategic transportation projects QUALIFICATIONS & EXPERIENCE High School Diploma required; Bachelor's Degree in Transportation, Logistics, Business Administration, Operations Management, or related field preferred Minimum three (3) years of experience in transportation operations, dispatch, logistics coordination, mobility services, or related operational environments Experience in accessible transportation, healthcare transportation, passenger transportation, education transportation, tourism operations, or customer service environments is highly preferred Experience supervising transportation operations or dispatch teams is an advantage Ability to work in fast-paced and rapidly changing operational environments LICENSING & REGULATORY REQUIREMENTS Ability to pass background checks and screening requirements Completion of required internal training programs Compliance with UAE, RTA, company, and client-specific requirements REQUIRED SKILLS & COMPETENCIES Strong communication and stakeholder management skills Strong dispatch, scheduling, and operational coordination capabilities Excellent situational awareness and decision-making ability Strong analytical and problem-solving skills Ability to manage multiple priorities simultaneously Proficiency with dispatch systems, GPS tracking platforms, and operational software Strong organizational and documentation skills Advanced proficiency in Microsoft Office applications Ability to remain calm and effective during high-pressure situations Strong customer service and relationship management capability PREFERRED CERTIFICATIONS & TRAINING Transportation Operations Training Dispatch & Fleet Management Training Incident Command System (ICS) Awareness Customer Service Excellence Training Accessibility Awareness Training Autism Awareness Training Emergency Response & Business Continuity Training Leadership & Supervisory Development Training (Training support may be provided for suitable candidates.) WHY JOIN Purpose-driven work across multiple mobility sectors Structured, safety-first, professionally managed environment Exposure to complex transportation operations and specialized mobility services Ongoing training and professional development opportunities Performance recognition and career growth opportunities Opportunity to help build and scale a premium, mission-driven mobility organization Journey Coordinators receive structured onboarding, operational leadership training, and opportunities to grow into senior operations, dispatch leadership, service delivery, and management positions over time. CORE MESSAGE Coordinate with Precision. Solve with Confidence. Deliver Every Journey. If you take pride in operational excellence, problem solving, communication, and meaningful work, we invite you to apply and become a Journey Coordinator.