Rider Performance and Operations Specialist

Job Description

1. Experience Metrics and Issue Governance: Take ownership of delivery experience metrics; monitor negative experience issues across the fulfillment process (e.g., order delays, cancellations, etc.). Build systematic analytical frameworks to identify and decompose root causes, deeply explore pain points, and drive end-to-end resolution.

2. Rider Evaluation and Control System: Establish a comprehensive rider assessment and management system, including layered operations and reward–penalty mechanisms. Develop differentiated evaluation schemes for various capacity types to ensure fulfillment quality and service consistency.

3. Positive Operations Mechanism: Promote a positive rider operations mechanism by improving training and incentive systems. Enhance fulfillment performance, reduce violations, and strengthen riders’ motivation, engagement, and retention.

4. Accountability and Appeal Process Optimization: Optimize the full-chain rider accountability and appeal process. Leverage product capabilities and intelligent identification models to improve the accuracy and fairness of responsibility determination, ensuring transparent and reasonable management.

5. Cross-Functional Collaboration: Collaborate with product, operations, and customer service teams to enhance the overall fulfillment experience from a holistic perspective.

Job Requirement

1. Bachelor’s degree; 3+ years of training experience (logistics/O2O rider training preferred).

2. Strong cross-team collaboration and communication skills.

3. Fluent in English (Arabic a plus).

4. Basic data analysis skills.