Role Responsibilities

Guardian of the Premier Driver experience. Full ownership of streamlining communications and standardizing service protocols across all support channels (Inbound, Outbound, and Face‑to‑Face).

Transform complex escalations into long‑term process improvements, design high‑quality training materials, and lead calibration sessions to ensure service meets Premier expectations.

Serve as a strategic voice for drivers, using data from NPS and sentiment analysis to advocate for and implement initiatives that improve driver satisfaction and retention.

Qualifications

• Proficiency in data analysis (Excel/Google Sheets mandatory; SQL a strong plus).
• Strong analytical skills and pattern recognition, with experience in Root Cause Analysis.
• “Premier” mindset: eye for detail and commitment to high communication standards.
• Exceptional communication and training skills, translating complex operational change...