Rider Experience Senior Specialist

Key Accountability Areas Rider Experience - Conduct thorough onboarding sessions for new riders, ensuring they understand company policies and app functionalities. - Collaborate with cross-functional teams to address complex rider concerns. - Ensure riders comply with company policies and standards. - Generate insights to drive continuous improvement in rider experience. - Implement measures to track and improve rider satisfaction, including Net Promoter Score (NPS) and churn rates. Equipment & Branding Management - Manage regional inventory planning, demand forecasting, and distribution logistics to ensure all riders receive required branding and safety equipment. - Partner directly with Marketing on design approvals and with Procurement on strategic sourcing, vendor evaluations, and cost optimization. - Evaluate the technical and material quality of equipment to maintain strict durability, safety, and regulatory standards. Rider Engagement - Establish, manage, and optimize direct communication channels to ensure frequent, clear, and relevant communication with the rider community. - Develop, organize, and execute offline engagement events and creative digital campaigns to foster community, boost morale, and drive rider recognition. 3PL & Fleet Loyalty Programs - Design, roll out, and track benefit programs, rewards, and tiered incentives for riders. - Support Vendor Satisfaction indirectly by enhancing the overall experience, performance, and retention of 3PL-managed cohorts at key operational touchpoints. Governance and Resilience - Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. - Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. - Uphold a high-performance working environment and promote HS’s Values. Qualifications/ Requirements Knowledge and Experience - 2 – 4 years of relevant experience. - Excellent communication and interpersonal skills - Ability to collaborate effectively with cross-functional teams. Education and Certifications - Bachelor’s degree in a relevant field is required.