Rider Performance Management

Job Description1. Develop and continuously refine the on-site rider supervision SOP, covering sampling inspection processes, checklists, evaluation criteria, and reward-and-penalty mechanisms. Design and implement regional sampling plans based on core metrics—customer complaint rate, customer satisfaction, rider on-time service rate, equipment compliance rate, and safety incident rate.2. On-site inspection of the patroller work, including the rider's compliance with SOP, service language, code of conduct, dress etiquette, and safety operation, scoring, guiding, and on-site correction.3. Ensure compliance with government and platform requirements (document verification, safety gear usage, equipment checks); support law enforcement and audits to uphold operational compliance, ensure all riders meet local labor regulations and platform safety standards.4. Compile and analyze supervision data alongside patroller, customer and rider feedback; produce weekly, monthly and quarterly supervision reports to drive cross-departmental improvements and targeted enhancement projects.5. Work closely with the service experience team, 3PL management team, and training team to collaboratively promote process optimization, training coverage, and service experience upgrades for problem scenarios discovered on the ground. Partnering with legal and policy teams to adapt to evolving regulations and ensure compliance with best practices.Job Requirement1. Minimum of 3 years' patroller management or rider operations management experience in food-delivery or instant-delivery industries, nice to have local experience.2. Familiarity with local labor laws and experience working with or managing compliance efforts.3. Familiar with the entire process of rider operation, service SOP, and local compliance and safety regulations.4. Prior experience in rider management strategy is strongly preferred, and understanding the daily work and common violation scenarios of riders.5. Excellent data analysis and project management skills, capable of independently completing sampling data analysis and visualization, and producing reports.6. Excellent cross-departmental communication, on-site coordination, and execution skills, able to quickly respond and solve frontline operational problems. Fluent in English, with communication skills in Arabic and Hindi.