Driver Relationship Manager
3 hours ago
The Driver Relationship Manager owns the post-onboarding driver lifecycle.
Your job is to ensure that drivers who are already onboarded stay active, productive, professional, and satisfied, while maintaining strong platform discipline.
Your core KPI:
Active, reliable, consistent drivers who perform well and stay long-term.
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Key Responsibilities
- Driver Engagement & Support
• Maintain daily communication with existing drivers via WhatsApp groups, field visits, and calls.
• Solve operational and app-related driver concerns quickly and clearly.
• Act as the primary relationship link between drivers and the platform.
- Retention & Churn Prevention
• Identify drivers who are going inactive or reducing hours.
• Understand root causes (earnings, personal issues, routes, expectations).
• Execute proactive retention conversations and follow-ups to bring them back online.
- Productivity & Performance Improvement
• Track daily online hours, trip counts, and completion rates.
• Coach drivers on improving customer service, etiquette, and platform behavior.
• Ensure drivers follow cancellation policies and avoid misuse of platform features.
- Compliance & Discipline Management
• Educate drivers on platform rules, escalation triggers, and penalties.
• Handle misconduct cases, customer complaints, and safety violations.
• Work with city ops lead to take corrective actions (warnings / temporary suspensions).
- Community Building
• Conduct monthly meets, recognition events, and grievance forums.
• Build a culture of openness, respect, and fairness within the driver community.
• Collect on-ground insights and feedback to improve operations.
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Skills & Competencies
• Strong communication in Hindi/Regional language + basic English.
• Ability to manage and motivate blue-collar workforce.
• Calm under pressure; ability to handle tough conversations.
• Data-oriented mindset: Ability to read dashboards and identify behavioral patterns.
• High emotional intelligence + firmness where needed.
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Experience Required
• 0-3 years in Rideshare / Logistics / Delivery Ops / Field Sales / Support.
• Prior interaction with driver/partner workforce is a strong advantage.
Freshers with strong communication skills and a willingness to learn are welcome.
Training will be provided.
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