Rider Success Manager
Sun King
Kenya
Posted on Feb 18, 2026
Location: Kenya
About the Role:
The Rider Success Manager at Sun King will oversee the development and implementation of policy, structure, and operationalization of the Sun King Rider Network.
This position focuses on rider welfare management, policy development, safety protocol management, rider performance efficiency, cost optimization, rider content development, review of emerging trends, refresher training, and related operational priorities.
The position requires approximately 50% field travel and oversight of adoption and rollout of the Sun King Rider Network across East and Southern Africa.
About the Role:
The Rider Success Manager at Sun King will oversee the development and implementation of policy, structure, and operationalization of the Sun King Rider Network.
This position focuses on rider welfare management, policy development, safety protocol management, rider performance efficiency, cost optimization, rider content development, review of emerging trends, refresher training, and related operational priorities.
The position requires approximately 50% field travel and oversight of adoption and rollout of the Sun King Rider Network across East and Southern Africa.
- Department
- Clean Cooking
- Employment Type
- Permanent - Full Time
- Location
- Kenya
- Workplace type
- Onsite
What you will be expected to do:
Rider Welfare and Performance Management
- Develop and document an effective rider onboarding manual.
- Work with internal knowledge managers to create and deploy content.
- Oversee content deployment and adoption across the Sun King Rider Network.
- Conduct routine surveys on rider engagement and policy awareness and gather structured feedback.
- Implement a rider feedback tool to strengthen engagement between riders and distribution teams.
- Work with the risk management team to design a rider escalation process addressing potential fraud incidents reported in the field.
- Scope and implement a rider insurance scheme.
- Develop and implement a rider grading system tied to performance tracking and incentive frameworks.
- Design and streamline operational processes (e.g., onboarding, customer care workflows, vehicle maintenance systems) to improve efficiency and scalability.
- Present rider insights to product, engineering, and operations teams.
Rider Retention, Productivity and Expansion
- Work with Regional Distribution teams to identify and resolve rider issues that may contribute to attrition.
- Develop and implement a structured rider growth path to ease onboarding and skill development.
- Work with internal teams to design strategies that improve rider earnings and productivity.
- Identify and implement initiatives to improve rider engagement and retention.
- Align rider demand with service order supply to maintain reliability and cost efficiency.
- Track costs, manage operational budgets, review performance variances, and identify cost optimization opportunities to improve profitability.
- Promote growth of the Sun King Rider Network.
- Oversee rollout and adoption of the Sun King Rider App.
- Create in-app FAQs, help articles, and tooltips.
- Work with product and operations teams to improve app flows and policies.
Safety
- Develop rider safety check-in systems.
- Coordinate incident handling for safety-related events involving riders.
- Develop emergency protocols for rider accidents and related situations.
- Ensure riders have required PPE and safety equipment during operational hours.
- Promote safe riding initiatives.
- Engage internal and external stakeholders on safe riding strategies.
- Drive adoption of emerging practices within the riding community to strengthen safety standards.
- Maintain high service quality, ensure compliance with regulations and safety standards, and reduce operational and financial risk exposure.
Customer Experience
- Coach agents on accuracy and clarity when engaging with customers.
- Continuously refine service playbooks.
- Develop rider CSAT, NPS, resolution time, and turnaround KPIs to strengthen customer satisfaction.
- Conduct customer feedback surveys to identify gaps in rider engagement and service quality.
- Develop schedules for routine and ad-hoc customer check-ins to verify product quality and satisfaction.
- Ensure timely and accurate resolution of customer feedback escalated from the field.
- Design a service quality framework covering end-to-end rider, customer, and product interaction standards.
Crisis and Incident Management
- Coordinate rider compensation strategies.
- Manage rider communication during outages and service disruptions.
- Oversee rider messaging to ensure timeliness, consistency, and transparency.
- Identify recurring rider issues and escalate system-level fixes upstream.
You might be a strong candidate if you have:
- Bachelor’s degree in Supply Chain Management, Operations, Business Administration, Finance, IT, or a related field.
- Experience in operational management within ride-hailing platforms or delivery networks.
- Experience in last-mile delivery operations.
- Strong communication and stakeholder management capability.
- Excellent project management capability with demonstrated success delivering process improvement initiatives.
- Ability to operate effectively in a fast-paced and evolving environment.
- Experience tracking and evaluating the impact of operational changes on delivery efficiency and rider productivity.
- Experience preparing reports and recommendations for senior management on delivery optimization strategies.
What Sun King offers
- Professional growth within a dynamic, expanding, high-impact industry.
- An open-minded culture focused on innovation and meaningful impact on people and the planet.
- Exposure to diverse geographies, nationalities, and professional backgrounds.
- Structured learning and development programs through the Sun Center for Professional Development.
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection.
Sun King has built a new kind of energy utility: distributed, green, customer-centric, and affordable. We bring clean, reliable, decentralized energy directly into people’s lives — from solar kits that provide first-time energy access to multi-kilowatt systems that serve both off-grid users and grid-connected customers powering larger homes, schools, hospitals, farms, offices, and light manufacturing.
Already, 25 million homes and businesses rely on Sun King for electricity supply and the appliances and services it enables: lighting, televisions, fans, refrigeration, and smartphones.
Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.
Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright.
Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.
Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.
Sun King employs 3,500 full-time staff in 14 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 42% of Sun King’s workforce.
Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.
Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.
Sun King employs 3,500 full-time staff in 14 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 42% of Sun King’s workforce.
