Driver Experience Supervisor at Max Drive


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