Riders Manager

WE ARE HIRING!

Riders Manager

Company: Patride Location: Lagos, Nigeria Department: Operations Employment Type: Full-time Base Salary: To be communicated Additional Earnings: Performance-based bonuses

About Patride

Patride is a technology platform transforming how people discover businesses, explore menus, compare prices, place orders, and get deliveries. We help restaurants, retailers, gas suppliers, and other businesses reach more customers, and our network of delivery riders brings those orders to customers' doors across the city.

Riders are the part of Patride that customers meet in person. As we grow across Lagos, we are looking for an organised, firm, and people-focused Riders Manager to build, lead, and look after the rider network that keeps our deliveries moving.

Job Summary

The Riders Manager will be responsible for recruiting, onboarding, supporting, and managing Patride's delivery riders in Lagos. The role makes sure we have enough well-prepared, reliable riders in the right places at the right times, and that every rider knows how to use the Patride Rider app, follows our standards, and is treated fairly.

The successful candidate will work closely with the operations and dispatch team, handle rider questions and issues, step in quickly when deliveries are at risk, and use data to improve on-time delivery, rider availability, and rider retention.

This is a hands-on, field and office role for someone who understands logistics or dispatch riding in Lagos, communicates well, and can hold people to a standard while earning their respect.

Key Responsibilities

1. Rider Recruitment and Onboarding

• Recruit motorcycle, bicycle, and other delivery riders across Lagos through field outreach, referrals, rider parks, and partner networks.
• Guide new applicants through sign-up on the Patride Rider app, from creating an account to submitting their application.
• Make sure every rider uploads the required documents, such as a driving licence, insurance, and, for gas deliveries, an LPG handling certificate, and sets up a payout account.
• Follow up with applicants who stop partway through so that sign-ups become active riders.
• Run onboarding sessions on using the app, accepting and completing jobs, handling cash and handover codes, and Patride's service standards.
• Plan recruitment around demand so that busy areas and busy hours have enough riders.

1. Daily Rider Operations

• Monitor rider availability across Lagos throughout the day using the Patride operations console.
• Make sure riders go on shift, keep location and notifications switched on, and remain reachable while working.
• Contact riders who have gone quiet, are not reporting their location, or have missed delivery offers.
• Work with the dispatch team to cover peak periods, busy areas, and unassigned or delayed orders.
• Step in quickly when a delivery is at risk, including failed deliveries, returns to the shop, and riders giving back jobs.
• Help riders resolve app, phone, battery-saver, and connectivity problems that stop them from receiving jobs.

1. Rider Support and Issue Resolution

• Act as the main point of contact for rider questions, complaints, and support tickets.
• Respond to queries on earnings, payouts, bonuses, documents, and account status promptly and professionally.
• Investigate delivery incidents and customer or vendor complaints involving riders, and agree fair outcomes.
• Liaise with other operations team members, support, finance, and vendors to resolve issues end to end.
• Keep riders informed of changes to processes, incentives, and service areas.

1. Performance, Standards, and Compliance

• Track rider performance, including deliveries completed, on-time delivery, offer acceptance, ratings, and failed or returned deliveries.
• Recognise and reward strong performers, and coach riders whose performance needs to improve.
• Enforce Patride's standards on conduct, safety, customer service, and handling of orders and payments.
• Recommend suspensions or removal for serious or repeated breaches, document every decision, and support reinstatement where appropriate.
• Make sure rider documents and certificates stay valid, and follow up on renewals before they expire.
• Promote road safety, and safe handling of gas cylinders and other sensitive items.

1. Coverage, Growth, and Reporting

• Widen riders' reach and coverage across Lagos, identifying areas and times where more riders are needed.
• Help design and run rider incentives, such as bonus challenges, to improve availability and reliability.
• Collect rider feedback and share practical improvements for the Rider app and our processes with the product and operations teams.
• Report to stakeholders any risk or friction in rider operations, along with proposed solutions.
• Prepare regular reports on rider headcount, activity, performance, retention, and support issues.

Requirements and Qualifications

• Minimum of OND; HND or a bachelor's degree is an advantage.
• At least 1 year experience in rider, driver, fleet, logistics, or dispatch management, or in a similar operations role.
• Good knowledge of Lagos roads, areas, and traffic patterns.
• Experience managing or supervising a team of field workers is a strong advantage.
• Excellent communication and interpersonal skills, with fluency in English; Yoruba, Pidgin, or another local language is an advantage.
• Firm, fair, and calm when handling complaints, disputes, and pressure.
• Comfortable with smartphones, mobile apps, WhatsApp, and basic spreadsheets.
• Good organisational and problem-solving skills, with strong follow-up habits.
• Willingness to work in the field and to support operations during evenings, weekends, and peak periods when needed.
• Trustworthy, proactive, and committed to rider safety and good customer service.

Compensation and Benefits

The role offers a base salary, with the opportunity to earn additional income through performance-based incentives.

• Base salary: To be communicated to shortlisted candidates.
• Performance bonus: Additional rewards for meeting or exceeding agreed targets for rider availability, on-time delivery, and rider retention.
• Growth: The opportunity to grow with Patride as we expand to new areas and cities.

Bonus amounts, eligibility requirements, and payment conditions will be communicated in the company's compensation policy.

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Number of new riders recruited, onboarded, and activated.
• Rider availability and coverage across Lagos, especially at peak times.
• On-time delivery rate and reduction in failed or returned deliveries.
• Rider offer acceptance and rider ratings.
• Rider retention and rider satisfaction.
• Speed and quality of resolution of rider queries and tickets.
• Accuracy and timeliness of rider documentation and compliance.
• Accuracy and timeliness of reports.

Ideal Candidate

The ideal candidate understands riders and the realities of delivery work in Lagos. They are organised, decisive, and approachable, and can build a team of riders who are reliable, safe, and proud to represent Patride.

We want someone who solves problems before they reach the customer, keeps riders informed and motivated, and knows that a well-supported rider network is what turns every order into a good experience.

How to Apply

Interested candidates should apply on the careers page or send their CV and a brief introduction to:

Email: tech@patride.com

Email subject: Application – Riders Manager (Lagos)

Please include your current location, your experience managing riders, drivers, or field teams, and your contact details.

Join Patride and help build the rider network that keeps Lagos moving!

🌐 Learn more about Patride and explore opportunities at: https://patride.com/careers