Rider Success Manager

About the Role:

• The Rider Success Manager at Sun King will oversee the development and implementation of policy, structure, and operationalization of the Sun King Rider Network.
• This position focuses on rider welfare management, policy development, safety protocol management, rider performance efficiency, cost optimization, rider content development, review of emerging trends, refresher training, and related operational priorities.
• The position requires approximately 50% field travel and oversight of adoption and rollout of the Sun King Rider Network across East and Southern Africa.

What you will be expected to do:

Rider Welfare and Performance Management

• Develop and document an effective rider onboarding manual.
• Work with internal knowledge managers to create and deploy content.
• Oversee content deployment and adoption across the Sun King Rider Network.
• Conduct routine surveys on rider engagement and policy awareness and gather structured feedback.
• Implement a rider feedback tool to strengthen engagement between riders and distribution teams.
• Work with the risk management team to design a rider escalation process addressing potential fraud incidents reported in the field.
• Scope and implement a rider insurance scheme.
• Develop and implement a rider grading system tied to performance tracking and incentive frameworks.
• Design and streamline operational processes (e.g., onboarding, customer care workflows, vehicle maintenance systems) to improve efficiency and scalability.
• Present rider insights to product, engineering, and operations teams.

Rider Retention, Productivity and Expansion

• Work with Regional Distribution teams to identify and resolve rider issues that may contribute to attrition.
• Develop and implement a structured rider growth path to ease onboarding and skill development.
• Work with internal teams to design strategies that improve rider earnings and productivity.
• Identify and implement initiatives to improve rider engagement and retention.
• Align rider demand with service order supply to maintain reliability and cost efficiency.
• Track costs, manage operational budgets, review performance variances, and identify cost optimization opportunities to improve profitability.
• Promote growth of the Sun King Rider Network.
• Oversee rollout and adoption of the Sun King Rider App.
• Create in-app FAQs, help articles, and tooltips.
• Work with product and operations teams to improve app flows and policies.

Safety

• Develop rider safety check-in systems.
• Coordinate incident handling for safety-related events involving riders.
• Develop emergency protocols for rider accidents and related situations.
• Ensure riders have required PPE and safety equipment during operational hours.
• Promote safe riding initiatives.
• Engage internal and external stakeholders on safe riding strategies.
• Drive adoption of emerging practices within the riding community to strengthen safety standards.
• Maintain high service quality, ensure compliance with regulations and safety standards, and reduce operational and financial risk exposure.

Customer Experience

• Coach agents on accuracy and clarity when engaging with customers.
• Continuously refine service playbooks.
• Develop rider CSAT, NPS, resolution time, and turnaround KPIs to strengthen customer satisfaction.
• Conduct customer feedback surveys to identify gaps in rider engagement and service quality.
• Develop schedules for routine and ad-hoc customer check-ins to verify product quality and satisfaction.
• Ensure timely and accurate resolution of customer feedback escalated from the field.
• Design a service quality framework covering end-to-end rider, customer, and product interaction standards.

Crisis and Incident Management

• Coordinate rider compensation strategies.
• Manage rider communication during outages and service disruptions.
• Oversee rider messaging to ensure timeliness, consistency, and transparency.
• Identify recurring rider issues and escalate system-level fixes upstream.

You might be a strong candidate if you have:

• Bachelor’s degree in Supply Chain Management, Operations, Business Administration, Finance, IT, or a related field.
• Experience in operational management within ride-hailing platforms or delivery networks.
• Experience in last-mile delivery operations.
• Strong communication and stakeholder management capability.
• Excellent project management capability with demonstrated success delivering process improvement initiatives.
• Ability to operate effectively in a fast-paced and evolving environment.
• Experience tracking and evaluating the impact of operational changes on delivery efficiency and rider productivity.
• Experience preparing reports and recommendations for senior management on delivery optimization strategies.