Daraz PK-Delivery Hero Experience Specialist-Logistics

This role serves as the primary point of contact between delivery personnel, such as riders and couriers, and senior management. The focus is on ensuring that the voices, concerns, and feedback of delivery heroes are effectively communicated and addressed. The position requires proactive identification and escalation of operational, welfare, and safety issues to appropriate internal teams, ensuring timely resolution. Additionally, the role involves designing and implementing initiatives aimed at enhancing the overall experience, well-being, and engagement of delivery heroes throughout the network. Collaboration with HR, operations, legal, and support teams is essential to develop policies and programs that improve working conditions, recognition, and retention. Monitoring key experience metrics and leveraging data-driven insights to recommend and track improvements is also a critical aspect of this position.

Key Responsibilities

- Act as the primary liaison between delivery heroes and senior management to ensure effective communication of their concerns and feedback.
- Proactively identify, document, and escalate operational, welfare, and safety-related issues raised by delivery heroes to relevant internal stakeholders for timely resolution.
- Design and implement initiatives that enhance the overall experience, well-being, and engagement of delivery heroes across the network.
- Collaborate with HR, operations, legal, and support teams to develop and roll out policies, programs, and resources aimed at improving working conditions, recognition, and retention.
- Monitor key experience metrics such as satisfaction, attrition, and incident reports; use data-driven insights to recommend improvements and track their impact over time.

Required Qualifications

- Bachelor’s degree in Human Resources, Social Sciences, Business Administration, or a related field.
- Minimum of 2 years of experience in employee experience, frontline workforce support, rider/driver operations, or a similar role within logistics, gig economy, or on-demand delivery platforms.
- Strong empathy and a deep understanding of the challenges faced by gig or delivery workers; prior direct interaction with delivery personnel is highly preferred.
- Excellent communication and interpersonal skills, with the ability to build trust across diverse groups and influence stakeholders at all levels, including senior leadership.
- Action-oriented and solution-focused mindset, capable of managing multiple priorities in a fast-paced environment.

This position offers an opportunity to make a meaningful impact on the lives of delivery heroes by improving their work environment and overall experience. Candidates who thrive in dynamic settings and are passionate about supporting frontline workers will find this role rewarding.