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 successful candidate will ensure that the concerns, feedback, and voices of delivery heroes are effectively communicated and addressed. They will play a crucial role in identifying and resolving operational, welfare, and safety issues, while also driving initiatives that improve the overall experience and engagement of the delivery workforce.

Key Responsibilities

- Act as the main liaison between delivery heroes and senior management, ensuring open and effective communication of their needs and concerns.
- Proactively identify, document, and escalate operational, welfare, and safety-related issues raised by delivery personnel to the appropriate internal teams for timely resolution.
- Design and implement programs aimed at enhancing the well-being, engagement, and overall experience of delivery heroes across the network.
- Collaborate closely with HR, operations, legal, and support departments to develop and launch policies, programs, and resources that improve working conditions, recognition, and retention.
- Monitor key experience metrics such as satisfaction levels, attrition rates, and incident reports. Use data-driven insights to recommend improvements and track the impact of implemented initiatives over time.

Required Qualifications

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

This position offers the opportunity to make a meaningful impact on the lives of delivery heroes by improving their working conditions and overall experience. The role requires a proactive individual who thrives in dynamic settings and values collaboration across multiple departments to achieve shared goals.