Rider Experience Senior Specialist

About the role

Requirements

• 2 – 4 years of relevant experience.
• Excellent communication and interpersonal skills
• Ability to collaborate effectively with cross-functional teams.
• Bachelor’s degree in a relevant field is required.

Responsibilities

• 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.

Skills

• Onboarding
• Cross-functional collaboration
• Policy compliance
• Rider experience
• Net Promoter Score (NPS)
• Churn analysis
• Inventory planning
• Demand forecasting
• Vendor evaluation
• Cost optimization
• Branding and safety equipment
• Marketing collaboration
• Procurement liaison
• Event planning
• Community engagement