Rider Success Manager - Nairobi

Rider Success Manager · Department: Clean Cooking · Employment Type: Permanent - Full Time · Location: Kenya · Description · Location: Kenya · About the Role: · The Rider Success Manager at Sun King will oversee the development and implementation of policy, structure, and operati ...

Job description

Rider Success Manager

Department: Clean Cooking

Employment Type: Permanent - Full Time

Location: Kenya

Description

Location: Kenya

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.

What Sun King offers

• Professional growth within a dynamic, expanding, high-impact industry.
• An open-minded culture focused on innovation and meaningful impact on people and the planet.
• Exposure to diverse geographies, nationalities, and professional backgrounds.
• Structured learning and development programs through the Sun Center for Professional Development.