Head of Rider Experience Programs

Delivery Hero
Budapest
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 10+ yearsSkills: ["Leadership","Stakeholder management","Analytical thinking","Problem-solving","Communication"]

Lead the Rider Experience and Service Excellence for a major delivery platform. Drive friction-reduction initiatives across Logistics and Service Operations, scale digital-first support and automation, and optimize costs while delivering a self-service, high-satisfaction rider journey. Influence senior leadership with data-driven insights and cross-department collaboration to improve rider experience and reduce contact rates.

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Delivery Hero
Delivery Hero
2 months ago

Head of Rider Experience Programs

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead the Rider Experience and Service Excellence for a major delivery platform. Drive friction-reduction initiatives across Logistics and Service Operations, scale digital-first support and automation, and optimize costs while delivering a self-service, high-satisfaction rider journey. Influence senior leadership with data-driven insights and cross-department collaboration to improve rider experience and reduce contact rates.
Location: Budapest
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Strategic Friction Reduction (Root Cause Excellence): Deep-dive into rider contact drivers to identify defects and work with Logistics/Product teams to fix them at the source; mitigate negative delivery milestones that trigger rider frustration and support tickets; collaborate with Logistics to align operational changes with service excellence goals; ensure a 360-degree service experience across the organization.
  • •Service Transformation & Automation: Lead the roadmap for Rider Help Centers, Automations, and SOPs to deliver instant, accurate, and automated resolutions; scale automation to reduce cost-per-contact while maintaining high self-service quality; own Rider Satisfaction (RSAT) scores and support quality across touchpoints.
  • •Financial Impact & Cost Optimization: Identify and eliminate inefficiencies in rider service; oversee vendor and contact center performance to meet excellence benchmarks; manage cost leakage and optimize bottom-line impact.
  • •Data-Driven Governance: Build Rider Experience and Efficiency metrics; create dashboards to monitor service ecosystem health and drive data-driven programs; translate complex data into actionable insights for senior leadership and cross-departmental change.
  • •Collaborative Cross-Functional Influence: Act as strategic interface with Logistics and other departments to ensure alignment of initiatives with rider-centric outcomes and business goals.

Key Requirements

  • •Experience: 10+ years in Operations or Customer/Rider Experience leadership. Experience in "Service Transformation", "Process Excellence", “Program Management”, “Logistics” experience is a plus.
  • •Analytical Process: Ability to connect data with business performance to find the hidden "Why" behind the numbers.
  • •Stakeholder Management: A proven track record of influencing stakeholders, such as Product, Operations, Logistics, and Finance teams, to prioritize experience-led initiatives.
  • •Tools: Proficiency in experience platforms, Data Visualization (Tableau/Power BI), and a strong grasp of Automation/AI capabilities.
Experience:10+ yearsLogisticsRider experienceOperations leadershipService transformation
Skills:LeadershipStakeholder managementAnalytical thinkingProblem-solvingCommunication
Languages:English
Tech Stack:TableauPower BIAutomationAIData visualization

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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