MAX is on a mission to fix Africa’s notorious last-mile delivery and online-retail problems by using mobile and web platforms to connect consumers, retail businesses and independent drivers in real-time. We are eliminating all logistics and technology barriers that have historically prevented retail businesses in Africa from realizing their full potential.
We are recruiting to fill the position below:
Job Title: Driver Experience Supervisor
Location: Lagos
Empoloyment Type: Full-time
Job Summary
- 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.
Responsibilities
- 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.
Qualifications
- Bachelor’s degree in Social Sciences, Business, Operations, or a related field.
- Minimum of 4–5 years of professional experience, with at least 2 years in a managerial or supervisory role.
- 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.
Benefits
- At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set, regardless of looks, gender, sexual orientation, colour, tribe, nationality, or disability.
- The MAX Work Environment:
- Drive: We are building a team where everyone is a leader and therefore runs on internal motivation
- Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans; we are committed to providing a lasting solution.
- Humility: We are committed to continuous learning and improvement. We learn, unlearn, and relearn
- Initiative: We welcome novel ideas and encourage creativity
- Diligence: We take great pride in our work.
- Candor: We value open and honest communication
- Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.
- Bias for Technology: We automate everything
What You’ll Get:
- Competitive pay & benefits
- Flexible work and hybrid working model
- Unrivaled Learning and Development.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online