Team Lead - Rider Quality Support

About the role

The Team Lead – Rider Quality Support is responsible for maintaining and elevating rider quality standards across the UAE. You will lead a team that conducts field audits, analyses performance data, and drives continuous improvement to ensure safety, professionalism, and a superior customer experience.

Key responsibilities

• Lead and manage Rider Quality Support staff to uphold rider quality standards.
• Conduct field audits assessing rider appearance, behavior, safety, hygiene, and equipment compliance.
• Investigate quality issues, identify root causes, and partner with Operations to implement corrective actions.
• Monitor, analyse, and report on rider quality KPIs, trends, and recurring defects.
• Maintain audit records and ensure timely resolution of quality cases within SLAs.
• Collaborate with Training, Engagement, and Operations teams to deliver targeted coaching and improvement initiatives.
• Oversee assets such as uniforms, rider gear, and bike compliance standards.
• Develop dashboards, reports, and actionable insights for data‑driven decision‑making.
• Utilise AI and automation tools to enhance reporting, communications, and process efficiency.

Required profile

• Experience in logistics, quality assurance, rider operations or field operations.
• Strong analytical and problem‑solving abilities with a data‑driven mindset.
• Proven experience conducting audits, investigations and performance‑improvement initiatives.
• Excellent communication, stakeholder management and coaching skills.
• Ability to thrive in a fast‑paced environment and manage multiple priorities.
• Fluent in English; Arabic, Urdu or Hindi is an advantage.

Required skills

• Looker
• Google Sheets
• Excel
• Reporting tools
• AI‑powered productivity tools
• Automation platforms