Sr. Business Operations Manager, Rider Experience

About the Role

Build the Rider Experience Charter for the INSA region. Reimagine the physical ride experience as a competitive moat and key differentiator against the competition. Bring safety and driver checks to the forefront of user acquisition by creating compelling rider value propositions. Own the ride experience across cross-functional teams within the organization, serving as the voice of the rider to protect and scale that experience.

 

What You'll Do

• Lead Rider Experience strategy for India & South Asia, identifying opportunities to create a differentiated rider proposition.
• Act as the voice of the rider, translating insights into actions across Product, Operations, Marketing, and Marketplace teams.
• Build a deep understanding of rider behavior, needs, and barriers to drive retention and loyalty.
• Define and evolve the Rider Experience Framework across key rider journeys.
• Identify and reduce rider pain points, influencing cross-functional teams to improve experience quality.
• Lead rider research, competitive benchmarking, and insight generation to shape business strategy. Own key experience metrics including NPS, CES, retention, and defect rates.

 

What you'll need

• 5+ years of experience in strategy, consumer insights, product, growth, consulting, or related fields.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Experience turning customer insights into business recommendations and strategic priorities.
• Ability to influence cross-functional stakeholders and drive outcomes in complex environments.
• Excellent communication and storytelling skills.
• Experience in consumer-facing products, marketplaces, growth, or customer experience is preferred.

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