Rider Experience Senior Specialist

Hungerstation; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Hungerstation in Riyadh is seeking an experienced Rider Operations Manager to enhance the rider experience across onboarding, engagement, and 3PL programs. You will collaborate with Marketing, Procurement and cross-functional teams to ensure policy compliance and high service levels.

The role covers branding logistics, governance, and resilience, with a focus on improving NPS and reducing churn through data-driven initiatives. A Bachelor's degree and 2–4 years' relevant experience are required.

Qualifications

• 2–4 years of relevant experience in rider/operations or related roles.
• Excellent communication and interpersonal skills.
• Ability to collaborate with cross-functional teams.

Responsibilities

• Onboard new riders and ensure understanding of policies and app functionalities.
• Collaborate with cross-functional teams to address rider concerns.
• Ensure rider compliance with policies and standards.
• Drive improvements in rider experience using NPS and churn metrics.
• Manage regional inventory planning and distribution for branding and safety equipment.
• Work with Marketing on design approvals and with Procurement on sourcing and cost optimization.
• Evaluate equipment quality to meet durability and safety standards.
• Design and track rider loyalty programs and incentives.
• Follow policies and promote Hungerstation values.

Skills

Excellent communication

Interpersonal skills

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Job description

Key Accountability Areas

Rider Experience

• Conduct thorough onboarding sessions for new riders ensuring they understand company policies and app functionalities
• Collaborate with cross-functional teams to address complex rider concerns
• Ensure riders comply with company policies and standards
• Generate insights to drive continuous improvement in rider experience
• Implement measures to track and improve rider satisfaction including Net Promoter Score NPS and churn rates

Equipment amp Branding Management

• Manage regional inventory planning demand forecasting and distribution logistics to ensure all riders receive required branding and safety equipment
• Partner directly with Marketing on design approvals and with Procurement on strategic sourcing vendor evaluations and cost optimization
• Evaluate the technical and material quality of equipment to maintain strict durability safety and regulatory standards

Rider Engagement

• Establish manage and optimize direct communication channels to ensure frequent clear and relevant communication with the rider community
• Develop organize and execute offline engagement events and creative digital campaigns to foster community boost morale and drive rider recognition

3PL amp Fleet Loyalty Programs

• Design roll out and track benefit programs rewards and tiered incentives for riders
• Support Vendor Satisfaction indirectly by enhancing the overall experience performance and retention of 3PL-managed cohorts at key operational touchpoints

Governance and Resilience

• Follow all relevant policies procedures and processes for the daily work to be carried out in a controlled and consistent manner
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness
• Uphold a high-performance working environment and promote HS s Values

Qualifications / Requirements

Knowledge and Experience

• 2 4 years of relevant experience. Excellent communication and interpersonal skills Ability to collaborate effectively with cross-functional teams.

Education and Certifications

• Bachelor s degree in a relevant field is required.