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.Company Description 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.