Rider Service Experience Manager

Job Requirements Conduct service experience data attribution analysis, with customer complaint rate, customer satisfaction, and rider on-time service rate as core KPIs.Partner with the customer service team to collect and analyze customer satisfaction scores, rider complaints, and negative review rates, uncovering the key factors behind them.Perform multi-dimensional data monitoring and root cause analysis based on rider on-time delivery rate, late delivery rate, order completion rate, and order rejection rate; produce specialized reports.Monitor and analyze rider compliance, fraud, and platform rule violations through data; produce specialized reports.Design a rider tiered model (e.g., Premium Tier, Compliance Tier, Warning Tier, Elimination Tier), and formulate corresponding improvement, management, and benefit strategies — from lenient to severe — including group notifications, behavioral warnings, tiered bans, and rider replacement.Regularly evaluate the effectiveness of these strategies, drive cross-departmental collaboration (Logistics Operations, Customer Service, Product, etc) for implementation, and continuously iterate and optimize.Deliver visual dashboards and decision-support tools, and drive project execution and resource investment.Job Requirements Bachelor's degree or above; majors in Statistics, Data Analytics, Logistics Management, Operations Management, or related fields preferred.Minimum 5 years of experience in rider service experience management within the UAE food delivery or similar on-demand logistics industry.Proficient in using analytics tools for multi-dimensional data visualization.Familiar with UAE local delivery regulations and market characteristics, with in-depth understanding of the end-to-end rider operations process.Skilled at identifying user and operational pain points, with clear business logic and the ability to develop improvement strategies.Excellent cross-departmental communication and project execution skills, with the ability to respond quickly and deliver results in a new environment.