Manager Rider Experience & Engagement

Role DescriptionThe Manager, Rider Experience & Engagement is responsible for shaping and improving the overall experience, satisfaction, engagement, and long-term relationship between the organization and its rider community. This role focuses on understanding rider needs, identifying opportunities for improvement, and developing initiatives that create a positive, supportive, and engaging rider journey.You will work closely with cross-functional teams to ensure that rider feedback and insights are reflected in business decisions, operational processes, communication strategies, and engagement initiatives. The role requires a strong understanding of customer or partner experience, community engagement, communication, and relationship management.A key responsibility will be developing and implementing strategies designed to improve rider satisfaction and engagement. This includes reviewing the rider journey, identifying important interaction points, understanding common challenges, and creating practical initiatives that enhance communication, support, recognition, and overall engagement.You will be responsible for gathering and analyzing rider feedback through surveys, interviews, focus groups, operational data, and other engagement channels. By identifying trends and recurring concerns, you will provide valuable insights and recommendations to internal teams and leadership.The role will involve creating and managing rider engagement programs that encourage stronger connections with the organization. These may include communication campaigns, recognition initiatives, community activities, feedback programs, informational sessions, and other initiatives designed to improve participation and satisfaction.You will collaborate with Operations, Customer Support, Marketing, Product, Communications, and other relevant teams to ensure a consistent and positive rider experience. Strong stakeholder management skills will be essential when coordinating initiatives and aligning different teams around common objectives.The Manager will also monitor the effectiveness of engagement initiatives and rider experience programs. You will establish relevant performance indicators, review feedback and engagement data, identify areas for improvement, and recommend changes to strengthen outcomes.Effective communication will be a central part of this role. You will help develop clear, engaging, and relevant communications that keep riders informed about important updates, programs, policies, and available support. The ability to communicate with diverse audiences in a professional and approachable manner is essential.You will identify potential risks that may affect rider satisfaction or engagement and work proactively with internal teams to address concerns. This requires strong problem-solving skills, sound judgment, and the ability to balance rider needs with operational and business priorities.The role may also involve supporting initiatives related to rider recognition, retention, community building, and service improvement. You will contribute ideas, develop practical solutions, and help create an environment where riders feel informed, valued, supported, and engaged.Success in this position requires a people-focused mindset, strong analytical abilities, and the ability to turn feedback into meaningful action. You should be comfortable managing multiple initiatives, working with diverse stakeholders, and operating effectively in a dynamic environment.QualificationsBachelor’s degree in Business, Communications, Marketing, Operations, Customer Experience, Community Management, or a related field.Strong understanding of customer, partner, community, or rider experience principles.Excellent communication and interpersonal skills.Strong ability to build positive relationships with diverse stakeholder groups.Ability to understand user needs and translate feedback into practical improvements.Strong analytical skills with the ability to identify trends, patterns, and areas for improvement.Experience developing engagement, communication, community, or experience-related initiatives.Strong stakeholder management and cross-functional collaboration abilities.Ability to manage multiple projects and priorities in a structured and organized manner.Strong problem-solving skills and the ability to make practical, well-informed recommendations.Ability to develop surveys, feedback mechanisms, communication materials, and engagement activities.Comfortable analyzing qualitative and quantitative feedback.Strong presentation and reporting skills.Ability to monitor program effectiveness and recommend improvements based on available insights.A proactive and solutions-oriented approach to addressing challenges.Strong attention to detail while maintaining a clear understanding of broader organizational objectives.Ability to work effectively in a fast-paced and changing environment.Strong understanding of community engagement, retention, satisfaction, and relationship management is an advantage.Familiarity with customer experience platforms, survey tools, CRM systems, or engagement technologies is beneficial.Professional certifications related to customer experience, communications, community management, project management, or operations are considered an advantage.A collaborative, adaptable, and people-focused mindset with a strong commitment to delivering positive experiences.