Delivery Hero Experience Specialist-Logistics

This role serves as the primary point of contact between delivery heroes—such as riders and couriers—and senior management, ensuring that their concerns, feedback, and overall experience are effectively communicated and addressed. The position focuses on improving the welfare, safety, and engagement of delivery personnel by identifying issues, collaborating with internal teams, and implementing initiatives that enhance their working conditions and job satisfaction.

Key Responsibilities

- Act as the main liaison between delivery heroes and senior management, ensuring their voices and concerns are heard and acted upon.
- Proactively identify, document, and escalate operational, welfare, and safety-related issues raised by delivery heroes to the appropriate internal stakeholders for prompt resolution.
- Design and implement programs and initiatives aimed at improving the overall experience, well-being, and engagement of delivery heroes across the network.
- Collaborate closely with HR, operations, legal, and support teams to develop and launch policies, programs, and resources that enhance 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 changes 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 or 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 work environment and overall experience. It requires a proactive individual who is passionate about supporting frontline workers and driving positive change through collaboration and data-informed decision-making.