Rider Operations Manager
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Key skills for this role
About the Role
HungerStation seeks a Rider Operations Manager to optimize delivery efficiency, manage rider equipment, control costs, and oversee rider support and dispatch teams. The role involves developing KPIs, managing rider experience, and ensuring compliance.
Key Skills for This Role
Responsibilities
- Develop effective processes to optimize delivery efficiency while ensuring rider satisfaction and adherence to regulations
- Ensure operations run smoothly, efficiently, and in compliance with all relevant regulations
- Manage rider equipment and uniforms
- Monitor and control operational costs related to rider operations while maintaining service quality
- Utilize technology and data to optimize delivery routes and improve efficiency
- Identify opportunities to enhance rider operations through the implementation of new tools and systems
- Develop and maintain key performance indicator (KPI) dashboards, providing regular reports to senior management
- Manage the overall rider experience and communication such as Rider Pay, Rider NPS, rider churn rate, Rider’s Early Life Cycle, and rider recruitment
- Manage the rider support team and dispatch team in terms of SOPs and service Level
- Manage and maintain rider earnings and CPO through rider payment system and incentives
- Manage the communication channels of riders and rider app functionality
- Increase the daily active rider’s supply
Requirements
- 6 8 years of relevant experience
- Excellent communication and interpersonal skills
- Knowledge of relevant software and tools for route optimization and tracking
- Leadership and team management
- Bachelor’s degree in Business Administration, Logistics, or a relevant field
Full Job Posting
Key Accountability Areas
- Develop effective processes to optimize delivery efficiency while ensuring rider satisfaction and adherence to regulations.
- Ensure operations run smoothly, efficiently, and in compliance with all relevant regulations.
- Manage rider equipment and uniforms.
- Monitor and control operational costs related to rider operations while maintaining service quality.
- Utilize technology and data to optimize delivery routes and improve efficiency.
- Identify opportunities to enhance rider operations through the implementation of new tools and systems.
- Develop and maintain key performance indicator (KPI) dashboards, providing regular reports to senior management on rider operations' performance, trends, and areas requiring attention.
- Manage the overall rider experience and communication such as Rider Pay, Rider NPS, rider churn rate, Rider’s Early Life Cycle (New rider experience), and rider recruitment in regard to onboarding and training.
- Manage the rider support team and dispatch team in terms of SOPs and service Level.
- Manage and maintain rider earnings and CPO through rider payment system and incentives.
- Manage the communication channels of riders and rider app functionality.
- Increase the daily active rider’s supply.
Qualifications/Requirements
- 6 8 years of relevant experience.
- Excellent communication and interpersonal skills.
- Knowledge of relevant software and tools for route optimization and tracking.
- Leadership and team management.
- Bachelor’s degree in Business Administration, Logistics, or a relevant field is required.
- A master’s degree in a relevant field is preferred.
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