Rider Experience Senior Specialist

Job description

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

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.