Sr. Specialist Rider Engagement

Job Summary

WHATS ON YOUR PLATE

1. Rider Retention & Churn Management

• Develop and implement strategies to improve rider retention and minimize churn across all operational zones.
• Work with performance team to conduct data analysis to identify churn patterns early-warning indicators and opportunities for intervention.
• Collaborate with Operations 3PL/Vendor Management and Rider Support teams to execute targeted retention initiatives.

2. Rider Satisfaction & Value Proposition Insights

• Manage the regular Rider Satisfaction NPS and Value Proposition surveys.
• Track satisfaction KPIs and identify key pain points impacting rider experience.
• Conduct root-cause analysis using quantitative and qualitative data.
• Present insights and recommendations to senior leadership and cross-functional stakeholders.

3. Action Planning & Continuous Improvement

• Translate insights and root causes into clear practical action plans tackling experience gaps.
• Coordinate with cross-functional teams (Operations Finance Marketing Dispatch & 3PL Partners) to implement and monitor improvement initiatives.
• Measure the impact of implemented actions and adjust approach as needed.

4. Partnerships & Rider Benefits Ownership

• Co-lead the process of identifying negotiating and finalizing partnerships that enhance rider benefits (e.g. telco insurance retail mobility health financial services).
• Build strong relationships with external partners to deliver sustainable and high-value benefit programs.
• Ensure all partnership benefits are aligned with talabats rider value proposition and provide clear ROI.

5. Stakeholder Management & Communication

• Maintain strong collaboration with internal teams such as Dispatch Marketing Finance and Legal to support new initiatives.
• Communicate updates insights and performance results to relevant teams and leadership.
• Support high-impact events and engagement activities related to rider appreciation and community building.

Qualifications :

WHAT DID WE ORDER

• Bachelors degree in Business Operations Marketing or related field.
• 46 years of experience in community management engagement operations or partnerships (preferably in tech delivery logistics or marketplace environments).
• Strong analytical skills with experience interpreting churn retention or behavioral data.
• Excellent negotiation and partnership management capabilities.
• Strong communication skills with the ability to engage different stakeholders.
• Structured detail-oriented and able to manage multiple projects simultaneously.

Preferred:

• Experience working with frontline workforce (riders drivers couriers).
• Background in rider experience or value proposition design.
• Ability to run surveys analyze feedback and convert insights into action.

Remote Work :

No

Employment Type :

Full-time

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