Rider Experience Senior Specialist

وصف الوظيفة

Key Accountability Areas

Rider Experience

• Conduct thorough onboarding sessions for new riders, ensuring they understand company policies and app functionalities.
• Collaborate with cross-functional teams to address complex rider concerns.
• Ensure riders comply with company policies and standards.
• Generate insights to drive continuous improvement in rider experience.
• Implement measures to track and improve rider satisfaction, including Net Promoter Score (NPS) and churn rates.

Equipment & Branding Management

• Manage regional inventory planning, demand forecasting, and distribution logistics to ensure all riders receive required branding and safety equipment.
• Partner directly with Marketing on design approvals and with Procurement on strategic sourcing, vendor evaluations, and cost optimization.
• Evaluate the technical and material quality of equipment to maintain strict durability, safety, and regulatory standards.

Rider Engagement

• Establish, manage, and optimize direct communication channels to ensure frequent, clear, and relevant communication with the rider community.
• Develop, organize, and execute offline engagement events and creative digital campaigns to foster community, boost morale, and drive rider recognition.

3PL & Fleet Loyalty Programs

• Design, roll out, and track benefit programs, rewards, and tiered incentives for riders.
• Support Vendor Satisfaction indirectly by enhancing the overall experience, performance, and retention of 3PL-managed cohorts at key operational touchpoints.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HS’s Values.

Qualifications/ Requirements

Knowledge and Experience

• 2 – 4 years of relevant experience.
• Excellent communication and interpersonal skills
• Ability to collaborate effectively with cross-functional teams.

Education and Certifications

• Bachelor’s degree in a relevant field is required.