Rider Experience Specialist (Training&Communication)

Job Description

1. Identifying pain points and problems faced by riders during the delivery process using feedback, surveys, and data analysis. Developing and implementing solutions to address these issues, drive process improvements, and optimize product features

2. Developing and implementing online training programs to address identified needs, and designing materials that support effective learning. Analyze online training effectiveness and rider performance data to continuously improve training content and delivery

3. Collaborate with cross-functional teams (3PL partners managers, offline training team, product) to ensure alignment on training priorities and business objectives

4. Creating and executing communication strategies that promote a positive Rider experience and ensure clear, effective communications through multiple channels such as regular rider forums, online/offline rider communities and in-app messages

5. Plan and implement various forms of rider care and incentive activities to enhance riders' performance and experience in specific scenarios, as well as to improve courier satisfaction

Job Requirement

1. Bachelor's degree or above, at least 3-5 years of experience in related areas as operations of rider experience, rider support, and training.

2. Strong organizational, communication skills, and experience in transforming business knowledge into structured, visualized formats (e.g., diagrams, slides, videos) is a strong plus

3. Ability to multitask and prioritize tasks effectively in a fast-paced environment. Attention to detail and problem-solving skills.

4. Proficient in English, Arabic, or Urdu.