Lafayette, LA • Full-Time
We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr’s marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Waitr’s growth has been off the charts and has no signs of slowing down. We are launching dozens of new markets around the US each quarter, and we are experiencing massive organic growth in our existing markets.
This growth has warranted a singular focus on driver experience. Waitr is forming a new group that will own all strategy and most of the tactical efforts behind driver experience. This role will be a critical leader on that team and report to the new Director of the group. The individual will oversee all aspects of the driver retention process and be involved in shaping and improving our entire labor retention strategy. And while the specific role will be focused on driver retention strategy/execution, the driver experience group encapsulates the recruitment, hiring, training, and retention of our driver fleet; so, regular contributions to other parts of the group will be expected.
At our scale, using both off-the-shelf and custom tools to automate/streamline these efforts is critical. Previous experience with large, hourly, remote workforces is a positive for this role. Strong analytical abilities, team management, strategic planning, and a history of execution will be critical to succeeding. The success of this person will be measured by improved retention of our fleet.
Shepherd processes and strategies inside of operations that lead to better driver cohort performance
Ideate and implement new retention strategies across markets that our operation is running.
Own the measurement and prediction of driver churn based on the data of driver behavior, operations, demographics, and more
Oversee the measurement of driver retention and implementation of driver retention programs that improve the average hours worked and tenure with the company in the most cost effective way
Develop strong feedback loops between reports and the driver fleet that allow for insightful change and assessment of current and continuous operations
Provide regular feedback and coaching to reports on your team in order to help them grow professionally
Develop cross-team relationships in order to accelerate the time frame that goals can be accomplished and new strategies can be implemented
Required Education and Experience
Minimum of 5 years experience of professional work
Minimum of 2 years experience in retention of a remote, hourly workforce
Minimum of 1 years experience in managing multi-functional teams
Strong analytical abilities and understanding of driver retention metrics
Familiarity with hourly workforce retention strategies used across various industries
Preferred Education and Experience
Bachelor’s degree in a technical area (B.S.) such as Science, Technology, Engineering, or Mathematics
Experience in modifying the strategies of retention and engagement of hourly workforces
Experience in measuring workforce engagement and classifying results
Training in receiving and delivering feedback from/to reports, teams, and managers
Experience in changing delivery driver cohort performance
Nimble: You move fast and accurately in a dynamic environment
Customer-Focused: Proactively seeks and finds ways to provide the highest standards of service.
Innovator: Generates and recognizes creative solutions in varying work situations.
Team player: Collaboration and strong communication skills.
Effective Communicator: Demonstrates open, honest and respectful written and verbal communication.
Results-Oriented: Productively focuses time and resources on activities to produce quality results.
Forward-Thinking: Problem solver, do whatever it takes attitude
Strategic Thinker: Views events and possibilities from multiple perspectives. Understands the bigger picture and the interdependencies and effects of other systems.
Ethical: Maintains and promotes individual and organization integrity and values in the conduct of all activities.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 6 p.m. Evening and weekend work may be required as job duties demand.
This role will require occasional air and car travel to field offices and/or headquarters. Expected travel should be 50% at maximum, more commonly limited to 25%.
Waitr, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.
Please note this job description is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee for this job. Duties, responsibilities and
activities may change at any time with or without notice. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.