Rider Experience & Analytics Manager

Keeta; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Keeta in Dubai seeks a Senior Analyst to lead rider service experience management. You will conduct data attribution analyses on KPIs like customer complaint rate, customer satisfaction, and rider on-time delivery.

You will partner with Customer Service, Logistics, and Product teams to design a tiered rider model and deliver dashboards, monitor compliance, and drive cross-department collaboration to optimize operations in a dynamic on-demand marketplace.

Qualifications

• Bachelor's degree or above in statistics, data analytics, logistics management, or related fields.
• Minimum 5 years of rider service experience management within UAE food delivery or similar on-demand logistics.
• Proficient in analytics tools for multi-dimensional data visualization.
• Familiar with UAE local delivery regulations and market characteristics.
• Strong cross-department collaboration and project execution skills.
• Excellent communication and ability to deliver results in a new environment.

Responsibilities

• Conduct service experience data attribution analysis with KPIs like complaint rate, satisfaction, and rider on-time rate.
• Partner with customer service to collect/analyze satisfaction scores, rider complaints, and negative review rates.
• Perform multi-dimensional monitoring and root cause analysis on rider on-time delivery rate, late delivery rate, order completion rate, and order rejection rate; produce reports.
• Monitor rider compliance, fraud, and platform rule violations; produce reports.
• Design a rider tiered model (Premium/Compliance/Warning/Elimination) with improvement and ban strategies.
• Evaluate strategy effectiveness and drive cross-department collaboration for implementation.
• Deliver visual dashboards and decision-support tools; drive project execution and resource allocation.

Skills

Data analytics

Cross-functional collaboration

Analytical thinking

Education

Bachelor's degree in Statistics / Data Analytics / Logistics Management / Operations Management

Tools

Analytics visualization tools

Job description

Keeta in Dubai seeks a Senior Analyst to lead rider service experience management. You will conduct data attribution analyses on KPIs like customer complaint rate, customer satisfaction, and rider on-time delivery.

You will partner with Customer Service, Logistics, and Product teams to design a tiered rider model and deliver dashboards, monitor compliance, and drive cross-department collaboration to optimize operations in a dynamic on-demand marketplace.