Manager Rider Experience & Engagement

Delivery Hero
Manama
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 5-8 yearsSkills: ["Analytical skills","Stakeholder management","Engagement program building","Negotiation skills","Partnership management"]

Own rider training and onboarding end-to-end: set curricula and delivery protocols, improve learning journeys, maintain training materials, and measure effectiveness through KPIs. Drive rider engagement to improve satisfaction and long-term retention, including messaging strategy, feedback loops, rider-facing marketing, and loyalty/reward programs. Lead rider health and safety initiatives via safety programs, compliance, and incident investigation, while managing academy performance and day-to-day operations.

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FursaFursa
Delivery Hero
Delivery Hero
2 months ago

Manager Rider Experience & Engagement

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own rider training and onboarding end-to-end: set curricula and delivery protocols, improve learning journeys, maintain training materials, and measure effectiveness through KPIs. Drive rider engagement to improve satisfaction and long-term retention, including messaging strategy, feedback loops, rider-facing marketing, and loyalty/reward programs. Lead rider health and safety initiatives via safety programs, compliance, and incident investigation, while managing academy performance and day-to-day operations.
Location: Manama
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Own the end-to-end rider training process: set standards, curricula, and delivery protocols; continuously improve onboarding.
  • •Design and pilot modern training formats (digital learning, gamification, video, peer-to-peer coaching, AI-assisted learning tools) and update training materials.
  • •Define and track training KPIs (completion rates, assessment scores, time-to-first-delivery), report to leadership, and manage the training budget.
  • •Develop rider engagement initiatives to improve satisfaction and retention, including value proposition benchmarking, communications strategy, and structured feedback loops.
  • •Lead rider health and safety initiatives to reduce accidents, drive vehicle safety programs, ensure compliance, and manage incident investigations and reporting.

Key Requirements

  • •5–8 years managing large distributed workforces, with an ability to lead training and engagement programs.
  • •Experience reducing attrition and building rider/engagement programs to improve long-term retention.
  • •Strong analytical skills, including using Excel and dashboards to track performance.
  • •Experience managing cross-functional stakeholders and partnering across functions.
  • •Experience launching incentive or loyalty initiatives, including B2B partnerships and commercial/negotiation mindset.
Experience:5-8 yearsDistributed workforceLogisticsRide-hailingFMCGLoyalty programsB2B partnerships
Skills:Analytical skillsStakeholder managementEngagement program buildingNegotiation skillsPartnership management
Languages:English
Tech Stack:Excel

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
Glassdoor
Glassdoor: 3.4
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