Rider Service Experience Manager

Keeta; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Keeta seeks a seasoned analytics professional to lead rider service experience management in the UAE. You will analyze CSAT, rider complaints, and delivery KPIs; collaborate across Logistics Operations, Customer Service, and Product to implement improvements.

Responsibilities include designing tiered rider models, monitoring compliance, and delivering dashboards to support decision-making and resource allocation.

Qualifications

• Bachelor's degree or above in Statistics, Data Analytics, Logistics Management or related field.
• Minimum 5 years of rider service experience management within UAE food delivery or similar on-demand logistics.
• Proficiency with analytics tools for multi-dimensional data visualization.
• Familiar with UAE delivery regulations and rider operations end-to-end.
• Strong ability to identify pain points and develop improvement strategies.
• Excellent cross-departmental communication and project execution skills.

Responsibilities

• Conduct service experience data attribution analysis with KPIs like complaint rate, CSAT, and on-time service rate.
• Collaborate with customer service to analyze satisfaction scores, rider complaints, and negative reviews to uncover root causes.
• Perform multi-dimensional data monitoring and root cause analysis on rider on-time, late delivery, and order metrics; produce reports.
• Monitor rider compliance, fraud, and platform rule violations and report findings.
• Design a rider tiered model with escalation and enforcement strategies and notifications.
• Drive cross-department collaboration to implement changes and iterate improvements.
• Deliver visual dashboards and decision-support tools; lead project execution and resource planning.

Skills

5+ years rider service experience mgmt

Analytics tools for data visualization

Cross-departmental communication

End-to-end rider operations knowledge

Education

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

Tools

Analytics visualization tools

Job description

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.