Rider Service Experience Manager

Job Requirements

• Conduct service experience data attribution analysis, with customer complaint rate, customer satisfaction, and rider on-time service rate as core KPIs.
• Partner with the customer service team to collect and analyze customer satisfaction scores, rider complaints, and negative review rates, uncovering the key factors behind them.
• Perform multi-dimensional data monitoring and root cause analysis based on rider on-time delivery rate, late delivery rate, order completion rate, and order rejection rate; produce specialized reports.
• Monitor and analyze rider compliance, fraud, and platform rule violations through data; produce specialized reports.
• Design a rider tiered model (e.g., Premium Tier, Compliance Tier, Warning Tier, Elimination Tier), and formulate corresponding improvement, management, and benefit strategies — from lenient to severe — including group notifications, behavioral warnings, tiered bans, and rider replacement.
• Regularly evaluate the effectiveness of these strategies, drive cross-departmental collaboration (Logistics Operations, Customer Service, Product, etc) for implementation, and continuously iterate and optimize.
• Deliver visual dashboards and decision-support tools, and drive project execution and resource investment.

Job Requirements

• Bachelor's degree or above; majors in Statistics, Data Analytics, Logistics Management, Operations Management, or related fields preferred.
• Minimum 5 years of experience in rider service experience management within the UAE food delivery or similar on-demand logistics industry.
• Proficient in using analytics tools for multi-dimensional data visualization.
• Familiar with UAE local delivery regulations and market characteristics, with in-depth understanding of the end-to-end rider operations process.
• Skilled at identifying user and operational pain points, with clear business logic and the ability to develop improvement strategies.
• Excellent cross-departmental communication and project execution skills, with the ability to respond quickly and deliver results in a new environment.