Oro

Oro is transforming into a technology-driven mobility platform, and our TNC (rideshare) business sits at the center of that evolution. This role owns the end-to-end customer experience for drivers who rely on our platform to earn a living — from reservation and pickup through the on-rent journey and post-return lifecycle.

You will define and build a digital-first, frictionless rental experience that maximizes driver earnings, reduces downtime, and strengthens retention. This is a high-impact role where customer experience directly drives revenue, cost structure, and growth.

The starting salary for this role is $150,000, commensurate with experience

What You’ll Own:

• End-to-End Customer Journey Ownership: Own the full lifecycle—from booking to post-rent—delivering a seamless, consistent experience across every digital and physical touchpoint
• Driver Experience Strategy & Vision: Define and execute a world-class, driver-centric CX strategy focused on maximizing earnings, minimizing downtime, and building long-term loyalty
• Digital Platform & Self-Service Evolution: Lead the roadmap for Driver Hub and digital experience layers, creating a unified destination where drivers can manage their rental end-to-end
• Partner Ecosystem Integration (Uber, Lyft, Delivery): Own the product experience across external partner journeys, including onboarding, eligibility, and ongoing engagement. Align workflows, data flows, and incentives to deliver a seamless cross-platform experience
• Operational Experience & Scalability: Design solutions that work in real-world operations — enabling branches, maintenance, and support teams with better tools, visibility, and workflows
• Growth, Retention, and Monetization Levers: Own key drivers of business performance including retention, extension behavior, pricing transparency, loyalty, and payment success

What You'll Do:

• Design and deliver experiences that maximize driver earnings and time on the road, reducing non-earning friction across the journey
• Identify and eliminate root causes of support contacts, disputes, and operational inefficiencies through product-led solutions
• Build transparent, intuitive experiences across billing, payments, extensions, and the full rental lifecycle
• Lead development and adoption of self-service capabilities for high-volume customer needs (payments, extensions, maintenance, account management) 
• Partner with engineering, operations, and external partners to deliver scalable, integrated solutions that improve throughput and activation 
• Use data and experimentation to drive improvements across retention, LTV, cost-to-serve, and digital adoption while aligning cross-functional stakeholders

What Success Looks Like:

• Increased driver retention, lifetime value, and digital engagement through higher self-service adoption
• Reduced support contacts, billing disputes, and operational friction
• Faster onboarding and time-to-earn for new drivers
• A scalable customer experience that supports rapid growth without proportional increases in operating costs

What We’re Looking For:

• 5–8+ years of product management experience, preferably in mobility, marketplaces, fintech, logistics, or related industries 
• Expereince supporting consumer financing strategies across prime and non-prime customer segments
• Proven experience owning end-to-end customer or platform experiences and delivering measurable business outcomes such as growth, retention, and cost reduction
• Strong track record of partnering cross-functionally with engineering, operations, and external stakeholders
• Data-driven, customer-first mindset with the ability to simplify complex workflows and translate insights into scalable solutions

What You’ll Get:

• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching.
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts –Theme Park Tickets, Gym Discounts & more

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