Lead, Rider Experience

7 months ago

مصر, Egypt Mrsool Full time

We are committed to ensuring a positive and fulfilling experience for our deliverymen, who play a crucial role in our operations. As we strive to enhance the deliverymen's experience and reduce churn rate, we are seeking a talented and proactive Riders Experience Specialist to join our team.

**Responsibilities**:
Experience Assessment:

- Conduct comprehensive evaluations of the deliverymen's experience, including onboarding, training, working conditions, support systems, and incentives.
- Gather feedback from deliverymen through surveys, interviews, focus groups, and performance reviews to identify pain points, challenges, and areas for improvement.2. Data Analysis and Insights:

- Analyze data and metrics related to deliverymen performance, retention, satisfaction, and churn rate to uncover trends, patterns, and root causes.
- Utilize qualitative and quantitative data to generate actionable insights and recommendations for enhancing the deliverymen's experience and reducing churn.3. Process Improvement:

- Collaborate with cross-functional teams, including operations, HR, training, and technology, to review and optimize existing processes, policies, and procedures.
- Identify bottlenecks, inefficiencies, and barriers that impact the deliverymen's experience and propose innovative solutions to streamline workflows and enhance productivity.4. Training and Development:

- Develop and implement training programs, resources, and materials to support the continuous learning and professional development of deliverymen.
- Provide coaching, guidance, and support to deliverymen to improve their skills, performance, and job satisfaction.5. Communication and Engagement:

- Serve as a liaison between the company and deliverymen, fostering open communication, trust, and transparency.
- Actively engage with deliverymen to address their concerns, answer their questions, and provide assistance in resolving issues or challenges they encounter.6. Incentives and Recognition:

- Design and implement incentive programs, rewards, and recognition initiatives to motivate and retain high-performing deliverymen.
- Recognize and celebrate the achievements, milestones, and contributions of deliverymen to foster a sense of belonging and loyalty to the company. Qualifications:

- Bachelor's degree in Business Administration, Human Resources, Psychology, or a related field. Advanced degree or relevant certifications preferred.
- Proven experience in customer experience management, employee engagement, or operations improvement, preferably in the logistics or service industry.
- Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights.
- Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport and influence stakeholders at all levels.
- Creative problem-solving abilities with a focus on innovation and continuous improvement.
- Empathy, compassion, and a genuine desire to advocate for the needs and well-being of deliverymen.
- Results-oriented mindset with a track record of driving positive outcomes and achieving goals.

**Requirements**:

- 4+ years of experience in operations, customer support, or related roles.
- Experienced in managing teams and leading projects.
- Strong communication and interpersonal skills.
- Proven ability to drive operational improvements and meet performance metrics.
- Understanding of last-mile delivery operations and logistics.
- Excellent problem-solving skills and an ability to adapt to a fast-paced environment.
- Fluency in both English and Arabic is required.
- Proficiency in using technology platforms for data analysis and reporting.
- Bachelor's degree in a relevant field is preferred, but not required.

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