Rider Experience Manager

Job Responsibilities :

1. Designing and executing rider tiering systems and strategies that encourage customer service experience and rider's performance excellence.

2. Collaborating with cross-functional teams to align rider management with customer experience goals.

3. Using data-driven insights to continually optimize the rider journey, from onboarding to daily operations.

4. Base on rider's churn rate and lifecycle performance, come up with the active rider keeping strategy.

Job Requirements :

1. 5+ years of experience in operations, strategy—ideally in the rider hailing, logistics, food/grocery delievery business.

2. Strong program design skills—especially around workforce segmentation, benefits, and training.

3. Prior experience in rider management strategy and customer experience strategy is strongly preferred.

4. Excellent data analysis and project management skills.

5. A proactive mindset and the ability to thrive in a cross-functional environment.

6. Fluent English is required.