We are looking for a Driver Experience Manger who will strategically oversee all aspects of our Driver Welfare and Driver Operations team. You will be a strategic thinker with strong organizational and problem-solving skills. You will have strong research experience, an analytical mind and outstanding presentation skills. You will be highly analytical, a self-starter, results-oriented and able to thrive in an entrepreneurial and fast-paced environment.

This is a full time, permanent and long-term position reporting to the GM Driver Operations with access to MAX’s executive team.

We are committed to and encourage equal opportunity.

What You’ll Do:

• Ensure operational adoption of all strategies that aid optimal Driver welfare management
• Ensure operational adoption of all strategies that aid Field Operations Management
• Improve External Customer Experience via targeted process improvement that ensures champions welfare are priority
• Ensure all Information Technology put in place by MAX are optimally used for real time location update for all champions with weekly/monthly reports done
• Build the Driver Setup Organization to effectively support the rollout of 20,000 Champions
• Ensure our driver onboarding verification processes is top notch and meet international standards
• Create Key Performance index across all teams
• Ensure Recruitment requirements attracts best Testers, Trainers, Data Entry, Welfare Analyst, Field Ops Analyst, Customer Service Agent, Verification Officers
• Create proactive and reactive solutions to champions complaints
• Ensure proper research is done to enable us negotiate and ensure we have the best service offerings from Insurance companies to provide Family HMO for drivers across the platform
• Ensure standard response protocols are put in place around emergency related issues and turnaround time across all MAX locations must be benchmarked at optimal industry standard
• Responsible for current updates and reviews of government rules and driving regulations and create policies that ensures champions are compliant
• Ensure laid down processes/specifications are adhered to in champion selection by the Academy
• Oversee operational cost of the department ensuring cost is within approved budget
• Co-ordination of champions to ensure timely pickup during activations
• Ensure proper record management of personnel, expenditures

• Create strategies that ensures we have in place a world class customer service team