Job Description The Head, Rider Quality will oversee compliance strategies, fraud prevention, and rider satisfaction initiatives across 17 Pandora markets. The role will ensure reduced rider churn and acquisition costs through engagement strategies while enhancing overall rider experience. This position requires strong leadership, cross-functional collaboration, and expertise in compliance and process optimization. Main responsibilities: Rider Fraud and Compliance: Lead the rider compliance strategy across 17 Pandora markets, guiding the team responsible for creating, maintaining, and executing rider compliance rules. Focus on reducing rider fraud and cancellation costs while ensuring a seamless customer experience. Rider Satisfaction and Churn: Enhance and improve rider satisfaction to reduce rider churn and improve rider tenure and engagement. Develop structured strategies for rider communication, loyalty, and engagement to lower the cost of acquiring new riders. Rider Incidents Reduction: Reduce rider incidents by introducing automations, improving processes, and collaborating with product teams to ensure efficiency. Product Ownership: Generate and prioritize feature requests for rider-facing products, ensuring alignment between product roadmaps and business objectives. Cross-Functional Collaboration: Work with other business units and stakeholders, including customer experience, vendor experience, and service teams, to streamline rider-related processes that align with Pandora's key goals—cost reduction, enhanced customer experience, and business growth.