Rider Experience Senior Program Manager

Job Description

Job Ref ID: JR0087488

Role Overview

As a Rider Experience Program Manager, you will plan, execute, and govern strategic initiatives aimed at optimizing rider experience and scaling service delivery across 17 markets in APAC, Europe, and Turkey.

Reporting to the Head of Rider Experience in Service Operations organization, you will lead cross-functional program teams in a matrixed environment, leveraging data analytics to evaluate rider service performance, eliminate delivery friction, drive cost efficiencies while designing journeys to ensure the best in class rider support experience.

This position requires a strong background in structured program management, stakeholder influence, change governance, and advanced analytical capabilities to deliver sustainable operational and experience improvements across diverse geographic regions.

Responsibilities

Program Management

• Lead high-impact programs that drive operational efficiency, rider experience, customer experience, and scalable growth by planning, executing, monitoring, and ensuring timely and high-quality delivery.
• Develop clear program goals, milestones, and success criteria for assigned POCs, ensuring alignment with broader business strategy.
• Collaborate with cross-functional teams to manage timelines, risks, and resources, ensuring program objectives are met on time and within budget.
• Use project management tools to track progress, escalate issues, and report on key KPIs to leadership and stakeholders.
• Prioritise workstreams, coordinate dependencies, and provide guidance, feedback, and course correction throughout the project lifecycle.
• Monitor feedback from stakeholders and team members to adjust plans and ensure continuous progress throughout the change journey. Implement new initiatives to meet and go beyond defined goals.

Project-Based Leadership & Team Enablement

• Operate in a matrix environment, translating strategy into execution while leading cross-functional teams through influence rather than formal hierarchy.
• Act as a program-level leader for assigned POCs from Service Ops and Experience teams, local markets, or functional teams for the duration of initiatives.
• Provide guidance and support to stakeholders, helping them navigate complex projects and achieve functional and organisational goals.
• Assist in tracking progress and performance to ensure successful delivery of initiatives.
• Provide structured input and feedback on POC performance within the context of the project, in collaboration with line managers.
• Contribute to capability building and best practice sharing across the Rider Experience & Logistics community.

Stakeholder Management & Influence

• Effectively influence senior stakeholders and drive consensus without direct authority. Work closely with senior leaders to ensure alignment and foster a collaborative culture of continuous improvement.
• Support and challenge local markets to ensure consistent program execution while remaining pragmatic about local realities.
• Play a key role in cross-functional programs as a POC of the Rider Experience & Service Ops organisation.

Performance Tracking, Governance & Reporting

• Track the success of rider experience initiatives and programs using data-driven metrics and analytics.
• Report on program performance, identify improvement opportunities, and ensure KPIs align with business objectives.
• Define robust tracking mechanisms to monitor progress and measure program impact.
• Prepare executive-ready updates, data-backed recommendations, and decision documents for leadership.
• Proactively identify potential risks and develop mitigation strategies.
• Contribute to post-implementation reviews and lessons learned.
• Benchmark practices across Delivery Hero regions to scale best practices or establish new global models. 

Qualifications

•  6+ years of experience in program management, operations, or process optimisation, with a focus on experience (customer, rider, vendor), service transformation, or operational excellence.
• Strong understanding of program management methodologies and tools, with hands-on experience delivering complex projects.
• Exposure to managing cross-functional teams and initiatives, ideally in global or multi-market environments.
• Familiarity with change management frameworks and tools.
• Experience in developing and applying program management standards and governance.

Analytical & Technical Skills

• Proven ability to analyse data and use insights to drive decision-making and process improvement. Experience analysing large datasets using tools such as SQL, Excel, Python, or similar.
• Experience using data visualisation tools (e.g. Tableau, Power BI) to report on performance and identify trends.
• Experience in leveraging AI tools.

Core Competencies

• Strong problem-solving and analytical skills.
• Excellent communication skills with the ability to engage stakeholders at all levels.
• Demonstrated ability to work collaboratively to achieve shared goals.

Additional Information