Head of Rider Experience Programs

Job Summary

As the Head of Rider Experience & Service Excellence, you will be the primary advocate for the rider within the Service Operations ecosystem. Your mission is to minimize the need for support by identifying and fixing root causes of rider friction. You will bridge the gap between Logistics and Service Operations, leading strategic initiatives to reduce contact rates, eliminate cost leakages, and scale automation. This is a high-impact leadership role focused on transforming the rider support journey into a seamless, "self-service first" experience.

Key Responsibilities

1. Strategic Friction Reduction (Root Cause Excellence)

• Defect & Contact Reduction: Deep-dive into rider contact drivers to identify operational "defects" (e.g., payment issues, dispatches, wait times) and partner with Logistics/Product teams to fix them at the source.

• Bad Delivery Experience Mitigation: Analyze and lead programs to reduce negative delivery milestones that trigger rider frustration and support tickets.

• Collaboration with Logistics: Act as the strategic interface with the Logistics department to ensure operational changes are aligned with service excellence goals and rider satisfaction.

• 360-degree Service Experience Alignment: Foresee areas impacting vendor or customer satisfaction and collaborate with each level of business to ensure the best 360-degree service experience

2. Service Transformation & Automation

• Digital-First Support: Lead the roadmap for Rider Help Centers, Automations, and SOPs, ensuring riders get instant, accurate, and automated resolutions.

• Automation Scalability: Increase the % of automated resolutions to drive down cost-per-contact while improving speed-to-solve with high self-service quality.

• RSAT & Quality Ownership: Take full accountability for Rider Satisfaction (RSAT) scores and support quality, ensuring a consistent and empathetic experience across all touchpoints.

3. Financial Impact & Cost Optimization

• Cost Leakage Control: Identify and eliminate inefficiencies in rider service or "wasteful" contact volumes that impact the bottom line and experience gaps impacting customers.

• Vendor & Contact Center Oversight: Set the standards for rider-facing support teams, ensuring vendor performance and customer experience aligns with excellence benchmarks.

4. Data-Driven Governance

• Experience Analytics: Build Rider Experience and Efficiency metrics, initiate dashboards to track the health of the service ecosystem to influence data-driven programs for scalable growth.

• Executive Influence: Translate complex service data into actionable insights and business cases for senior leadership and stakeholders to drive cross-departmental change.

• Experience: 10+ years in Operations or Customer/Rider Experience leadership. Experience in "Service Transformation", "Process Excellence", “Program Management”, “Logistics” experience is a plus.

• Analytical Process: Ability to connect data with business performance to find the hidden "Why" behind the numbers.

• Stakeholder Management: A proven track record of influencing stakeholders, such as Product, Operations, Logistics, and Finance teams, to prioritize experience-led initiatives.

• Tools: Proficiency in experience platforms, Data Visualization (Tableau/Power BI), and a strong grasp of Automation/AI capabilities.