Rider Experience Senior Specialist
Key Skills for This Role
Full Job Posting
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
- 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.
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