Driver Supply and Trust Manager

OneCart; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An innovative firm is seeking a Driver Supply and Trust Manager to lead initiatives in driver acquisition and retention. This role involves developing strategies that enhance driver experience and compliance while ensuring safety and trust within operations. The ideal candidate will have substantial operational experience, particularly in eCommerce and management, and will thrive in a dynamic environment. Join a forward-thinking company where your contributions will significantly impact the driver community and overall business growth.

Qualifications

• 6+ years of operational experience with a focus on eCommerce.
• Management experience in fast-paced environments, preferably startups.

Responsibilities

• Design and implement driver acquisition and retention strategies.
• Handle driver payment queries and maintain records effectively.
• Monitor and respond to safety incidents and complaints.

Skills

Operational Management

eCommerce

Sales

Business Development

Team Management

Education

Matric

Job description

Job Title: Driver Supply and Trust Manager

Location: Gauteng, Johannesburg | Deadline: May 25, 2025

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Strategy and Initiatives

• Design and implement end-to-end driver acquisition and retention strategies, creating a compelling driver value proposition to improve and maintain Driver NPS.
• Define and execute projects focused on continuous improvement of recruitment and onboarding processes.
• Develop a driver forum and engagement events to foster communication.
• Develop and implement a business trust and safety strategy for scaling operations.
• Create standard operating procedures and policies for driver compliance across the driver value chain.
• Stay updated on industry trends to implement innovative initiatives aligned with business strategy.

Driver Supply - Sourcing

• Develop digital application, onboarding, and training flows for drivers.
• Collaborate with L&D to ensure all drivers are trained on apps, processes, and procedures.
• Coordinate training logistics, invitations, attendance registers, and onboarding lists with relevant teams.
• Ensure communication of training schedules and details to drivers and managers.
• Work with forecasting and operations to align driver capacity with demand.
• Facilitate recruitment requisitions approval.

Driver Supply - Retention

• Develop scalable communication frameworks and reward/penalty systems.
• Partner with Product and Tech teams to enhance driver experience.

Driver Management

• Handle driver payment queries and requests for employment proof.
• Maintain driver records and coordinate changes with partners and legacy drivers.
• Liaise with third parties on general queries.

Trust and Safety - Driver Compliance

• Develop SOPs and codes of conduct with monitoring mechanisms.
• Audit driver documents, licenses, permits, and insurance compliance.

Incident Reporting

• Establish processes for incident escalation and response.
• Monitor and respond to safety incidents, accidents, and complaints.
• Collaborate on abuse detection tools and communicate incidents to clients and stakeholders.

Risk Management

• Assess and manage trust and safety risks, ensuring compliance and remedial actions.
• Develop insurance strategies and claims processes.

Cross-Functional Collaboration

• Coordinate with other departments to align support efforts.
• Provide insights for product development and service improvements.

Budget and Resources

• Manage resources efficiently within budgets.
• Forecast staffing needs and optimize resource allocation.

Reporting

• Implement regular reports on NPS, market research, driver forum, and supply/demand metrics.
• Monitor driver performance and turnover.

People Management

• Design organizational structure and manage team performance.
• Promote continuous learning and development.

Self and Team Management

• Take ownership of career development.
• Prioritize tasks and manage demands effectively.
• Adhere to policies and support team goals.

Minimum Qualifications & Experience

• Matric
• At least 6 years of operational experience
• 3 years of eCommerce experience
• Previous management experience, preferably in startups
• Experience in sales, retail, or business development roles