Manager Rider Experience & Engagement

About the role

The Manager, Rider Experience & Engagement shapes and improves the overall experience, satisfaction, and long‑term relationship between the organization and its rider community. You will translate rider feedback into actionable initiatives and work closely with cross‑functional teams to ensure a positive, supportive rider journey.

Key responsibilities

• Gather and analyse rider feedback through surveys, interviews, focus groups, and operational data.
• Identify trends, common challenges, and interaction points across the rider journey.
• Develop and implement programmes that enhance communication, recognition, support and overall rider engagement.
• Collaborate with Operations, Customer Support, Marketing, Product, Communications and other teams to align initiatives with business decisions.
• Monitor performance indicators, evaluate the effectiveness of engagement programmes and recommend improvements.
• Create clear, engaging communications to keep riders informed about updates, policies and support resources.
• Identify potential risks to rider satisfaction and work proactively with internal stakeholders to mitigate them.

Required profile

• Strong understanding of customer or partner experience and community engagement.
• Excellent stakeholder management and communication skills.
• Ability to analyse data, identify trends and provide actionable insights.
• Problem‑solving mindset with sound judgment and the capacity to balance rider needs with operational priorities.

Required skills