Rider Experience Manager

3 weeks ago

Stockholm, Stockholm, Sweden TN Sweden Full time

Are you eager to improve the experience for our riders, while ensuring high satisfaction, efficiency, and collaboration? Are you also analytical, structured, and a skilled relationship builder? Then this could be the job for you

We're now hiring a Rider Experience Manager, a key role in improving the experience of critical stakeholders in foodora's marketplace. This role is part of the Marketplace Experience team in foodora Sweden, dedicated to optimizing the experience for everyone in the marketplace.

By working closely with both local and regional teams, you'll help identify areas for improvement, implement solutions, and build strong relationships. This position will report to the Head of Marketplace Experience and offer the chance to shape and influence the processes that drive our business forward.

Your mission

  • Monitor and improve rider experience using KPIs like rider satisfaction (CSAT), SLA, contact rate, automation, and costs related to contact/order issues.
  • Plan and implement actions to reduce friction and increase rider satisfaction and engagement.
  • Coordinate rider communication to ensure clear and effective messaging.
  • Drive initiatives for onboarding, training, and reactivation of riders.
  • Participate in projects that enhance the rider experience, including globally coordinated initiatives.

You're someone who thrives in a fast-paced and constantly evolving environment, always looking for ways to improve. With a proactive and solution-oriented mindset, you're quick to spot opportunities for optimization and take initiative to implement them. You work well across teams, sharing insights and driving initiatives forward through strong collaboration.

Our recruitment process will include the following:

  1. Telephone interview - Let's cover the basics
  2. Psychometric tests via Alva Labs - We use science-based methodology.
  3. First interview - Time to know each other a bit better
  4. Case interview - Do your magic and show us your skills
  5. Reference- & background check - Final step before we'll become colleagues.

Start date: Upon agreement

Qualifications

  • Bachelor's degree in business, marketing, or a related field — or equivalent relevant experience.
  • At least 3 years' experience in process improvement, project management, or relationship building.
  • Basic understanding of data analysis and reporting, with knowledge of service KPIs like contact rate, CSAT, and SLA.
  • Strong interest in customer experience, service operations, or process optimization.
  • Excellent communication skills in English; Swedish is a big plus.

Studies have shown that women and some minorities are less likely to apply to jobs unless they meet every qualification. If you are interested in this role and you have most of the skills we're looking for, we encourage you to apply anyway

Additional Information

  • Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora such as free group training at Sats & reduced price on massage.
  • Employee discount at foodora (woho) and awesome Friday breakfasts
  • Occupational pension, incl. premium exemption insurance, accident insurance, and life insurance.
  • foodora Learning - Monthly learning sessions about different topics, such as the q-commerce industry, negotiation techniques, and project management combined with a structured onboarding and inspiring courses within our learning tool Sana.
  • Great deals at Benify (for e.g. gym membership, e-bikes, hotels, audiobooks, streaming services, clothes, kitchen supplies… and so much more
  • Awesome AW's and (pink) parties
#J-18808-Ljbffr

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