Driver Success and Retention Manager

Driver Success & Retention ManagerAshburn, VA (In-Office)Full-Time | Monday-Friday supporting 24/7/365 operationSummaryThe Driver Success & Retention Manager owns the relationship and metrics of on-demand drivers from orientation through active engagement, ensuring they feel supported, informed, productive, and aligned with expectations. This role is responsible for onboarding, setting expectations, coaching, ongoing engagement, resolving issues, and proactively preventing turnover to support long-term driver success. They must consistently operate with a high level of urgency, maintaining consistent daily follow-up, proactive communication, and quick response to issues as they arise.Because driver success is closely tied to daily operations, it requires consistent collaboration with Dispatch to ensure drivers are supported and aligned. Success depends not just on ownership, but on the ability to work through others to get to the right outcomes.Success in this role requires ego resilience and the willingness to ask the next question, even when met with resistance. They stay engaged to gain clarity, even when conversations become challenging or uncomfortable. They must approach problems with curiosity and a working knowledge of systems, digging in to find answers rather than waiting for them. When they hit a wall, they don't stop-they reframe, ask again, and push forward until a solution is found.Essential Functions (Duties and Responsibilities) Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Driver Integration & Early Success - Own the driver relationship immediately following orientation, with a strong focus on early engagement, activation, and retention during the first several weeks.New drivers should understand expectations, tools, service standards, and communication processes, and feel confident, prepared, and supported.Driver Relationship Ownership - Serve as the relationship owner for all on-demand drivers, maintaining consistent connection, trust, and accessibility. Drivers should know who to contact, feel heard, and experience continuity in communication and support.Driver Coaching & Performance Alignment - Support drivers in meeting service, professionalism, and reliability standards through guidance and expectation reinforcement. Proactively identify and address driver performance issues, reinforce expectations and service standards, coach drivers to correct behavior, improve consistency, and reduce repeated errors.Driver Engagement & Continuity - Maintain ongoing engagement touchpoints that keep drivers connected to the company and the work. Monitor participation and involvement to identify disengagement risks early and strengthen long-term driver commitment.Driver Work Connectivity - Actively work with Dispatch to ensure drivers are being utilized, follow up on gaps in driver activity, and escalate or push when needed to keep drivers engaged and earning. Ask questions and challenge internal decisions when driver utilization or engagement does not align with expectations.Driver Issue Resolution - Ensure driver concerns - including settlement discrepancies, communication breakdowns, or operational frustrations - are addressed promptly and clearly. Drivers should experience fair, timely resolution and improved understanding of processes.Retention & Relationship Health - Identify and address factors that may lead to driver dissatisfaction or turnover. Strengthening loyalty through proactive communication, recognition, and support that promotes long-term working relationships.Cross-Functional Alignment - Partner effectively with Driver Recruiting, Dispatch, and Operations to ensure seamless transitions, consistent expectations, and coordinated support of the driver network.Leverage Technology to Create Systems - Use internal systems to track driver activity, engagement, and retention trends, identify gaps, and act based on data. Build systems by applying curiosity, technical proficiency, and persistence to create solutions.Driver Metrics - Own and improve driver retention metrics, including early lifecycle retention (first 7/14/30 days), and take action to address driver fallout. In addition to communication and support, this role is accountable for driver retention outcomes.Work EnvironmentThis job operates in an office environment, in the field, and occasionally in warehouse or customer site settings. This role involves frequent phone calls, text, email, and in-person interaction with drivers. Standard office equipment and mobile communication tools and technology are routinely used.Physical DemandsWhile performing the duties of this job, the employee is frequently required to sit, stand, walk, hear, speak, and utilize repetitive hand motions requiring finger dexterity and hand-eye coordination. Employees must be able to work in a fast-paced environment, handle stressful situations, occasionally lift packages up to 50 lbs., and maintain a professional and customer-friendly demeanor. The ability to visually distinguish color is requiredCompetencies AccountabilityAdaptabilityConflict ResolutionCustomer ServiceEmotional IntelligenceInfluence & Relationship BuildingInitiativeJudgmentProblem SolvingProfessional CommunicationRelationship ManagementTeamworkPreferred Education and Experience Experience working with independent contractors, field personnel, or service-based workforceStrong interpersonal communication skills with the ability to build rapport and trustExperience resolving service, performance, or relationship issues in a fast-paced environmentExperience in transportation, logistics, courier, or field service operationsComfort using technology platforms for communication and documentationAdditional Eligibility RequirementsSatisfactory completion of background and drug screening, HIPAA, Bloodborne Pathogen, and TSA trainingWork Authorizations / ClearanceNone required for this positionOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.