Rider Experience Senior Specialist

Role Overview

The Rider Experience Senior Specialist will be responsible for enhancing the overall experience of riders through detailed onboarding, policy enforcement, engagement initiatives, and program management. This role requires collaboration across multiple teams to improve satisfaction, operational efficiency, and loyalty among riders.

Primary Responsibilities

• Conduct comprehensive onboarding sessions for new riders to ensure clear understanding of company policies and application tools.
• Work closely with various departments to resolve complex rider issues and maintain high compliance with company standards.
• Analyze data and generate actionable insights aimed at continuously improving rider satisfaction and reducing churn, including tracking Net Promoter Score (NPS).
• Oversee regional inventory, forecast equipment demand, and manage distribution logistics to guarantee that riders receive necessary branding and safety materials on time.
• Collaborate with Marketing and Procurement teams for design approvals, vendor assessments, strategic sourcing, and cost optimization related to rider equipment.
• Assess the technical quality and durability of equipment to ensure compliance with safety and regulatory requirements.
• Develop and maintain effective communication channels with the rider community for regular, meaningful interaction.
• Plan and implement offline events and innovative digital campaigns that build community spirit, boost rider morale, and recognize rider contributions.
• Create, launch, and monitor incentive programs, rewards, and tiered benefits for riders to enhance loyalty.
• Indirectly support vendor satisfaction by improving experience, performance, and retention of third-party logistics (3PL) fleets.
• Adhere to company governance policies and processes, maintaining a controlled and consistent working environment.
• Identify and propose continuous improvements to processes to increase operational effectiveness.
• Promote and uphold the company’s core values and foster a high-performance culture.

Qualification and Requirements

• Possess 2 to 4 years of relevant experience in rider management or related operations.
• Demonstrate excellent communication and interpersonal capabilities.
• Experience collaborating with cross-functional teams effectively.
• Hold a Bachelor's degree in a related discipline.