Role Objectives:To lead the end-to-end experience, satisfaction, and retention of Breadfast’s Delivery Associates (DAs), ensuring their engagement and loyalty through lifecycle optimization, communication, recognition, and partnerships, ensuring a motivated and loyal delivery workforce.
Roles & Responsibilities:Delivery Associate Experience:Design and continuously improve the end-to-end Delivery Associate (DA) experience — from activation to long-term retention and offboarding. Identify critical pain points in the DA lifecycle and implement solutions to enhance satisfaction and reduce early churn. Develop activation strategies to reduce no-shows and improve engagement. Experience & Satisfaction Improvement:Conduct regular surveys, interviews, and feedback sessions to gather DA insights and identify areas of improvement. Analyze satisfaction metrics (e.g., CSAT/DSAT) and exit feedback to inform experience design. Lead root cause analysis (RCA) efforts to uncover reasons behind churn and disengagement or attrition. Engagement & Communication:Build and execute lifecycle communication campaigns (SMS, in-app notifications, Whats App) to support DA education, engagement, and awareness. Ensure timely, targeted messaging across different stages of the DA journey. Collaborate with the DA Partnerships Specialist on internal communications related to programs, initiatives, and process changes. Retention & Loyalty Initiatives:Design and manage DA loyalty and retention programs focused on reward, recognition, and performance consistency. Develop bonus structures and incentive programs that are linked to tenure, delivery quality, and other performance metrics. Set and monitor program timelines, eligibility criteria, and fairness mechanisms. Partnerships:Lead the development of external partnerships (e.g., discounts, services, vouchers) to enhance DA satisfaction and support retention. Identify and secure beneficial deals (e.g., transportation, telecom, healthcare) that directly improve the DA experience. Oversee the DA Partnerships Specialist, who will be responsible for partnership sourcing, execution, and benefit rollout. Inventory & Operational Oversight:Oversee DA inventory custody (e.g., pouches, uniforms, helmets), ensuring accountability and adherence to policies. Create and enforce tracking mechanisms for issued items, minimizing loss and misuse. Work closely with field teams to streamline inventory distribution and retrieval processes. Cross-Functional Collaboration:Act as the key liaison between the Supply team and other functions (e.g., Operations, Customer Experience, Product) to align initiatives. Advocate for DA needs in product and process improvements. Contribute to cross-departmental projects related to DA growth and efficiency. Team Leadership:Directly manage the Delivery Associate Experience and Retention Senior Specialist, Delivery Associate Experience and Retention Specialist, and Delivery Associate Partnerships Specialist providing guidance, structure, and performance feedback. Support the development and growth of team members through coaching and clear expectation setting. Promote a culture of ownership, accountability, and collaboration within the DA Experience vertical. Required Education, Knowledge, and Skills:Bachelor’s degree in Business, Supply Chain, or related field.5+ years in partner engagement, workforce retention, or operations — preferably in logistics or last-mile delivery. Strong communication and stakeholder management Analytical and problem-solving ability, especially in root cause analysis Creative thinking around incentive and loyalty programs Project management with a focus on execution and timelines People management and team development Cross-functional collaboration and negotiation (especially with external partners)