Rider Experience Senior Specialist

About the Role

Delivery Hero is seeking a Rider Experience Senior Specialist to join the team in Riyadh. This full-time role focuses on enhancing the overall rider experience, managing equipment and branding, fostering rider engagement, and supporting 3PL & Fleet Loyalty Programs. The specialist will also ensure governance and resilience within daily operations. This position requires 2-5 years of relevant experience.

Key Responsibilities

• Conduct onboarding sessions for new riders, ensuring understanding of company policies and app functionalities.
• Collaborate with cross-functional teams to address complex rider concerns and ensure compliance with company standards.
• Generate insights to drive continuous improvement in rider experience and track satisfaction metrics like NPS and churn rates.
• Manage regional inventory planning, demand forecasting, and distribution logistics for rider branding and safety equipment.
• Partner with Marketing on design approvals and with Procurement on strategic sourcing, vendor evaluations, and cost optimization for equipment.
• Evaluate the technical and material quality of equipment to maintain durability, safety, and regulatory standards.
• Establish and optimize direct communication channels for frequent, clear, and relevant communication with the rider community.
• Develop, organize, and execute offline engagement events and digital campaigns to foster community and boost morale.
• Design, roll out, and track benefit programs, rewards, and tiered incentives for riders.
• Support Vendor Satisfaction by enhancing the experience, performance, and retention of 3PL-managed cohorts.

Governance and Operational Resilience

The specialist will follow all relevant policies, procedures, and processes to ensure daily work is carried out in a controlled and consistent manner. This includes contributing to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness, and upholding a high-performance working environment that promotes Delivery Hero’s values.

Required Experience

• 2-5 years of experience in a relevant field.

Work Environment

This is a full-time position based in Riyadh, focusing on operational excellence and rider satisfaction within a dynamic environment.