Job Summary:


The Rider Operations Manager will oversee all aspects of rider recruitment, onboarding, management, and performance to ensure a high-performing fleet capable of meeting the needs of both on-demand delivery clients and business customers. This role includes overseeing revenue generation from riders, managing exceptions, and addressing defaults to maintain operational excellence and profitability. The ideal candidate has a strong background in fleet or rider operations, with proven skills in managing people, optimizing processes, and driving results.


Key Responsibilities

Rider Onboarding and Training


Develop and manage the recruitment and onboarding process for riders, ensuring seamless integration into company’s operations.
Conduct comprehensive rider training programs, covering safety, efficient delivery practices, customer service, and the use of company’s digital tools.
Ensure riders meet compliance requirements, including necessary certifications and documentation.


Rider Management and Performance


Monitor and track rider performance metrics such as delivery success rates, punctuality, earnings, and compliance with operational standards.
Set clear KPIs for riders and implement systems to regularly review and improve their performance using data-driven insights.
Optimize rider schedules and delivery assignments to maximize productivity and service quality.
Provide ongoing feedback and support to riders through regular check-ins and performance evaluations.


Revenue Management and Exception Handling


Oversee revenue collection from riders, including daily remittances and payments to financing partners.
Develop and enforce processes to minimize payment defaults while addressing exceptions like late payments or missed deliveries promptly.
Collaborate with finance teams to reconcile rider payments, ensure accurate reporting, and mitigate financial risks.


Operational Excellence


Create and implement processes to streamline rider operations, from dispatch to delivery, ensuring efficiency and scalability.
Develop systems for tracking rider behavior, maintenance needs, and revenue generation, leveraging IoT-enabled fleet management tools.
Identify and resolve operational bottlenecks, ensuring timely and reliable delivery services for all customers.
Maintain compliance with safety regulations and operational standards across all activities.


Collaboration and Stakeholder Management


Work closely with the Maintenance and Business Onboarding teams to ensure riders have access to well-maintained bikes and are matched with the right delivery opportunities.
Collaborate with the Sales team to onboard new business customers and integrate them seamlessly into company’s delivery operations.
Foster a culture of accountability, respect, and teamwork among riders and operational staff.


Qualifications and Requirements


Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
5+ years of experience in fleet or rider operations, logistics, or related roles.
Proven ability to manage and motivate large, diverse teams in a fast-paced environment.
Strong analytical skills with experience in monitoring performance and managing revenue streams.
Familiarity with IoT-enabled fleet management systems and digital logistics platforms is an advantage.
Exceptional problem-solving, conflict resolution, and decision-making skills.
Excellent interpersonal and communication skills, with a focus on collaboration and customer satisfaction.