Rider Experience Senior Specialist

HungerStation | هنقرستيشن; Riyadh; On-site; SAR 89,280 - 178,560; Full time

Job summary

HungerStation | هنقرستيشن is seeking a Rider Operations professional in Riyadh to onboard riders, ensure policy compliance, and address concerns with cross-functional teams. You will generate insights to drive rider satisfaction and engagement, while coordinating branding equipment, events, and loyalty programs to support retention.

The role requires 2–4 years of relevant experience and a Bachelor's degree.

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 is required.

Responsibilities

• Onboard riders thoroughly, ensuring understanding of policies and app functionalities.
• Collaborate with cross-functional teams on rider concerns.
• Ensure riders comply with policies and standards.
• Generate insights to improve rider experience including NPS and churn tracking.
• Manage branding equipment and regional inventory; coordinate with Marketing and Procurement.
• Establish direct rider communication channels and organize offline events.
• Design and track 3PL and fleet loyalty programs; monitor retention outcomes.
• Follow policies and promote HungerStation values and governance.

Skills

Excellent communication

Interpersonal skills

Cross-functional collab

Education

Bachelor’s degree

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.