Driver Experience Supervisor at Max.ng

• We are seeking an experienced and proactive DXP Unit Supervisor / Manager to lead and oversee the day-to-day operations of our Driver Experience (DXP) team. This role is responsible for ensuring top-notch service delivery, optimizing team performance, and resolving systemic driver-related issues through collaboration with cross-functional teams. You will play a key role in building a driver-centric culture that enhances engagement, satisfaction, and loyalty.

What will you do? 

• Supervise and manage the entire DXP Unit to ensure high service standards and team efficiency.
• Monitor and track performance metrics such as:
  • Issue Resolution Time (IRT)
  • First Contact Resolution (FCR)
  • Customer Satisfaction Scores (CSAT)
• Develop and implement strategies to improve:
  • Call center operations
  • Driver welfare services
  • Driver community engagement and feedback systems
• Work cross-functionally with Product, Fleet Operations, Payment Platform Providers, and Business Support Services (BSS) to resolve systemic pain points affecting drivers.
• Provide timely and accurate weekly and monthly performance reports to the Head of DXP.
• Support team training, coaching, and capacity-building to improve operational excellence.
• Foster a culture of accountability, customer focus, and continuous improvement within the unit

Requirements

• Bachelor's degree in Social Sciences, or a related field.
• Experience in Customer Service Management is compulsory.
• Minimum of 4–5 years of professional experience.
• Strong analytical skills and experience with performance monitoring tools and KPIs.
• Proven ability to lead customer-facing teams, especially in high-paced environments
• Excellent interpersonal and communication skills—both written and verbal.
• Experience working in or with the mobility, transportation, or EV sector is highly preferred.
• Strong problem-solving mindset and ability to collaborate across multiple departments.
• Comfortable creating detailed performance reports and presenting to senior stakeholders.