Job Description
Job Description
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 (, payment issues, dispatches, wait times) and partner with Logistics/Product teams to fix them at the source.
Bad Delivery Experience Mitigation: Analyze and ...
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