Manager Rider Experience & Engagement

Whats on your plate

1. Rider Training & Onboarding

• Own the end-to-end training process setting standards curricula and delivery protocols for all rider training programs.

• Design and continuously improve the onboarding journey to create a smooth engaging first experience for new riders.

• Review and refresh training materials on an ongoing basis to keep content accurate relevant and effective.

• Identify and pilot creative modern training delivery formats (e.g. digital learning gamification video peer-to-peer coaching AI-assisted learning tools).

• Define metrics to evaluate training effectiveness (completion rates assessment scores time-to-first-delivery) and act on the findings.

• Monitor and maintain Academy performance manage day-to-day facility operations and oversee instructor/trainer capability and certification.

• Track and report on training KPIs to leadership and manage the training budget.

• Step in personally to deliver theoretical training sessions when needed.

2. Rider Engagement

• Develop and execute initiatives that improve overall rider satisfaction and long-term retention.

• Continuously strengthen the rider value proposition in line with market and competitor benchmarks.

• Build and manage partnerships and deals with third-party vendors to provide meaningful benefits and discounts to riders.

• Own rider communication channels and messaging strategy ensuring riders are informed heard and engaged.

• Establish structured feedback loops (surveys focus groups town halls) to capture the voice of the rider and feed insights into Operations and Product.

• Plan and execute rider-facing marketing campaigns and initiatives across social media and other channels.

• Design and deliver creative rider events and recognition/rewards programs that build community and loyalty.

3. Rider Health & Safety

• Lead initiatives to reduce rider accidents and improve overall road safety performance.

• Drive vehicle safety programs including safety gear equipment standards and partnerships with vehicle/OEM providers.

• Own the practical training area at the Academy including its upkeep maintenance and safe operation.

• Design implement and continuously improve rider safety initiatives protocols and compliance with local road-safety regulations.

• Lead incident investigation and reporting coordinating with insurance and compliance stakeholders as needed.

• Support the team in delivering practical hands-on training when required.

Qualifications :

What did we order

• 58 years experience in managing large distributed workforce
• Experience reducing attrition or building engagement programs
• Strong analytical skills (Excel / dashboards)
• Experience managing cross-functional stakeholders
• Experience launching incentive or loyalty initiatives
• Field-oriented personality
• Experience building B2B partnerships (banks telecom gyms retail)
• Background in logistics ride-hailing or FMCG field ops
• Experience in loyalty program design
• Commercial mindset (negotiation skills)

Remote Work :

No

Employment Type :

Full-time