Manager Rider Experience & Engagement

What's on your plate?

1. Rider Training & Onboarding

• Own the end-to-end training process, setting standards, curricula, and delivery protocols for all rider training programs.

• Design and continuously improve the onboarding journey to create a smooth, engaging first experience for new riders.

• Review and refresh training materials on an ongoing basis to keep content accurate, relevant, and effective.

• Identify and pilot creative, modern training delivery formats (e.g. digital learning, gamification, video, peer-to-peer coaching, AI-assisted learning tools).

• Define metrics to evaluate training effectiveness (completion rates, assessment scores, time-to-first-delivery) and act on the findings.

• Monitor and maintain Academy performance, manage day-to-day facility operations, and oversee instructor/trainer capability and certification.

• Track and report on training KPIs to leadership, and manage the training budget.

• Step in personally to deliver theoretical training sessions when needed.

2. Rider Engagement

• Develop and execute initiatives that improve overall rider satisfaction and long-term retention.

• Continuously strengthen the rider value proposition in line with market and competitor benchmarks.

• Build and manage partnerships and deals with third-party vendors to provide meaningful benefits and discounts to riders.

• Own rider communication channels and messaging strategy, ensuring riders are informed, heard, and engaged.

• Establish structured feedback loops (surveys, focus groups, town halls) to capture the voice of the rider and feed insights into Operations and Product.

• Plan and execute rider-facing marketing campaigns and initiatives across social media and other channels.

• Design and deliver creative rider events and recognition/rewards programs that build community and loyalty.

3. Rider Health & Safety

• Lead initiatives to reduce rider accidents and improve overall road safety performance.

• Drive vehicle safety programs, including safety gear, equipment standards, and partnerships with vehicle/OEM providers.

• Own the practical training area at the Academy, including its upkeep, maintenance, and safe operation.

• Design, implement, and continuously improve rider safety initiatives, protocols, and compliance with local road-safety regulations.

• Lead incident investigation and reporting, coordinating with insurance and compliance stakeholders as needed.

• Support the team in delivering practical, hands-on training when required.