Rider Experience Senior Specialist

HungerStation | هنقرستيشن; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

HungerStation | هنقرستيشن in Riyadh region is seeking a Rider Experience Specialist to onboard riders, address concerns, and ensure policy compliance. You will generate insights to improve the rider journey and track metrics like NPS and churn.

The role requires collaboration with marketing, procurement, and operations to align branding, safety equipment, and logistics. Strong communication and cross-functional teamwork are essential.

Qualifications

• 2–4 years of relevant experience.
• Excellent communication and interpersonal skills.
• Ability to collaborate effectively with cross-functional teams.
• Bachelor's degree in a relevant field.

Responsibilities

• 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.
• Manage regional inventory planning, demand forecasting, and distribution logistics for branding and safety equipment.
• Partner with Marketing on design approvals and with Procurement on sourcing and cost optimization.
• Establish, manage, and optimize direct communication channels with the rider community.
• Develop events and campaigns to foster community, boost morale, and drive rider recognition.
• Design, roll out, and track rider benefit programs and incentives.
• SupportVendor satisfaction by enhancing experience, performance, and retention of 3PL cohorts.

Skills

Excellent communication

Interpersonal skills

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Job description

• 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 & 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 & 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.