Delivery Hero Experience Specialist - Logistics

About the role

The Delivery Hero Experience Specialist acts as the primary liaison between riders/couriers and senior management, ensuring their concerns are heard and addressed. This role designs initiatives to improve the well‑being, engagement and retention of delivery heroes across the network.

Key responsibilities

• Serve as the main point of contact for delivery heroes, communicating their feedback to senior leadership.
• Identify, document, and escalate operational, welfare, and safety issues to relevant internal teams.
• Design and implement programs that enhance the overall experience and engagement of delivery heroes.
• Collaborate with HR, operations, legal and support teams to develop policies and resources that improve working conditions and recognition.
• Monitor experience metrics such as satisfaction, attrition and incident reports, using data‑driven insights to recommend improvements.

Required profile

• Bachelor’s degree in Human Resources, Social Sciences, Business Administration or related field.
• Minimum 2 years of experience in employee experience, frontline workforce support, rider/driver operations, or similar logistics/gig‑economy roles.
• Strong empathy and understanding of challenges faced by gig or delivery workers.
• Excellent communication and interpersonal skills with ability to influence senior leadership.
• Action‑oriented, solution‑focused and able to manage multiple priorities in a fast‑paced environment.