Program Manager, Driver Support – Philadelphia, PA / Miami, FL

The Program Manager, Driver Support will join as a key member of our Delivery Operations team to help build a first-in-class Driver Support program at Gopuff. This role reports to the Senior Manager, Delivery Operations.

Drivers are a crucial piece of Gopuff’s story, bringing our service to life by ensuring fast, reliable deliveries to customers nationwide. On the Delivery Operations team, drivers are our primary customers, and we’re dedicated to creating the infrastructure, processes, and support systems that set them up for success. We take a holistic approach to managing the driver experience—overseeing everything from onboarding and growth to pay structures, incentives, compliance, and ongoing communication—so drivers have the tools and support they need to thrive as an independent contractor.

The Program Manager, Driver Support will oversee and enhance the support experience for our 1099 driver community in the US. This person is in charge of building and maintaining an efficient support infrastructure that ensures drivers receive timely, effective assistance.

This position is ideal for a proactive and strategic thinker who thrives in a fast-paced environment. We’re looking for someone who is not only focused on maintaining processes but is constantly seeking ways to improve and challenge the status quo.

This role involves managing support operations, coordinating with BPO agents across multiple regions, and ensuring compliance with company policies and industry regulations. The ideal candidate will possess strong program management skills, a deep understanding of support systems and KPIs, and the ability to work collaboratively across departments. We are looking for someone who can think big picture but also loves to get in the weeds in their day-to-day. If you’re highly adaptive and excel in an environment where priorities are constantly shifting – we’d love to hear from you.

Responsibilities

Oversee daily driver support activities, ensuring timely and effective resolution of issues.

Manage relationships with BPO partners across multiple regions, ensuring alignment with company standards and performance metrics.

Utilize tools like Sprinklr to monitor support queues and address critical escalations promptly.

Identify areas for process enhancements and implement solutions to improve efficiency and driver satisfaction.

Analyze support metrics to identify trends and report findings to senior management.

Work closely with cross-functional partners in Operations, Compliance, Legal, and Delivery Tech to implement support-related initiatives.

Create and maintain knowledge base articles and and other supporting content to ensure agents have up-to-date resources on driver app features and policy changes.

Proactively monitor support channels to identify trends and escalate potential driver experience issues or bugs to tech teams.

Leverage qualitative and quantitative data to inform critical changes to the driver experience and influence future product roadmaps.

Qualifications

Minimum of 4 years in program or operations management, preferably in a support environment.

Experience supporting and developing content for a 1099 workforce is highly preferred

Proficiency in Sprinklr is highly desired

Proficiency in reporting tools such as Looker, and strong proficiency in Excel/Google Sheets. SQL experience is a plus.

Familiarity with BPO operations is a plus

Excellent communication, problem-solving, and organizational skills. Ability to manage multiple tasks and work in a fast-paced environment.

Demonstrated ability to manage external partnerships

Experience working in gig-economy or marketplace businesses is a plus.

Must be a collaborative, cross-functional team player and comfortable partnering with a variety of teams from Product to Ops to Legal

Project management

Strong sense of ownership and entrepreneurial spirit with relentlessly high standards and high attention to detail

Data driven – you like to solve problems using data to support creative decisions

Proactive & independent, always looking for ways to take initiative and improve existing programs/processes.

Experience with compliance-related processes in a support setting

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world. Like what you’re hearing? Come join us on Team Blue.