Head of Rider Experience Programs
Core
Lead strategic initiatives to minimize rider support needs by identifying and fixing root causes of friction in the delivery service ecosystem.
Role type
Senior leadership, service operations & rider experience
Builds
Self-service rider support systems, automated resolution pathways, and optimized service delivery workflows
Domain
Logistics / Food Delivery / Customer Experience
Deliverable
product features
Required skills
Strategic program management, root cause analysis, stakeholder influence, data-driven decision making, cost optimization, vendor management, experience analytics
Preferred skills
Service transformation, process excellence, logistics operations, automation/AI capabilities
Technologies
Tableau, Power BI
Responsibilities
Partner with Logistics/Product teams to fix operational defects at the source; Lead roadmap for digital-first support and automation; Own Rider Satisfaction (RSAT) scores and support quality; Identify and eliminate cost leakages in rider service; Build experience metrics and dashboards to track service ecosystem health; Translate complex service data into actionable insights for senior leadership.
