Supply Retention Specialist at Shuttlers

Job Description

• The Supply Retention Specialist is the primary champion for Shuttlers’ vehicle partners. In this role, you will bridge the gap between operations and finance, ensuring that our partners remain profitable, happy, and compliant. Your objective is twofold: minimize partner churn by ensuring seamless financial reconciliation and payments, and maximize partner performance by driving fleet growth and enforcing high operational standards (98%+ fulfillment). You act as the partners' business advisor, helping them scale their capacity while ensuring Shuttlers' riders have reliable vehicles every day.

Responsibilities

Partner Retention & Relationship Management

• Proactive Engagement: Serve as the first point of contact for vehicle partners, fostering strong, trust-based relationships to ensure partners feel valued and heard always.
• Remove Blockers: Actively identify and eliminate operational or administrative bottlenecks that cause partner dissatisfaction.
• Conflict Resolution: swiftly resolve grievances regarding trips, routing, or app usage to prevent partner churn.
• Feedback Loop: Gather qualitative data from partners to inform the Head of Supply Operations about market sentiment and potential risks.

Performance & Fulfillment Optimization

• Fulfillment Oversight: Monitor daily trip data to ensure all partners achieve a >98% trip fulfillment rate.
• Asset Maximization: Analyze partner schedules to ensure vehicles are utilized efficiently, maximizing the number of trips per vehicle to guarantee partner earnings.
• Correction Plans: Implement Performance Improvement Plans (PIPs) for partners falling below the 98% fulfillment threshold.

Financial Reconciliation & Payment Processing

• Earning Reconciliation: Execute daily and weekly reconciliation of all trips completed. Verify trip activity, earnings, and deductions to ensure 100% correctness of earnings before processing.
• Dispute Management: Resolve all earning discrepancies within 24 hours of a complaint being lodged.
• Payment Timeline: Coordinate with the Finance team to ensure payment schedules are strictly adhered to. Ensure payments are processed immediately upon approval to maintain partner trust.
• Financial Reporting: Submit error-free payment schedules to Finance according to agreed SLAs.

Fleet Maintenance & Compliance

• Maintenance Enforcement: Track vehicle health and ensure partners adhere to maintenance SLAs. Ensure no vehicle remains off the road longer than necessary.
• Repair Support: Guide partners on utilizing Shuttlers' approved workshops (if applicable) or preferred vendors to fix vehicles quickly and cost-effectively.
• Documentation: Ensure all vehicle papers and partner insurance documents are up to date and compliant with regulatory standards.

Partner Growth & Capacity Building

• Business Advisory: Analyze high-performing partners and consult with them on how to reinvest their earnings to acquire more vehicles.
• Fleet Expansion: actively work with existing partners to increase their fleet size on the Shuttlers platform, moving them from single-vehicle owners to fleet managers.
• Training: Conduct periodic training sessions to help partners optimize their operations and increase their take-home pay.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Logistics, Finance, or a related field.
• Minimum of 4 years of experience in Fleet Management, Supply Operations, Vendor Management, or Logistics.
• Experience in the mobility or ride-hailing sector (e.g., Uber, Bolt, logistics startups) is highly preferred.

Technical Skills

• Data Analysis: Ability to interpret performance metrics and financial data to make decisions.
• CRM Tools: Familiarity with admin dashboards and CRM software.

Soft Skills

• High Empathy: Ability to understand the frustrations of vehicle partners and communicate with patience and respect.
• Problem-Solving: A "fix-it" mentality, you don't just report problems; you solve them.
• Attention to Detail: Critical for the financial reconciliation aspect of the role.
• Negotiation Skills: Ability to convince partners to invest in repairs or expand their fleet.