Driver Experience Advisor

Hirschbach Motor Lines • South Jordan, UT

6d

About The Position

The Driver Experience Advisor serves as a strategic and relational support partner for both lease-purchase operators and company drivers. This role integrates coaching, operational oversight, and business mentorship to build trust, drive performance, and increase retention. By combining data-driven insights with personal connection, the Advisor plays a critical role in ensuring drivers are informed, engaged, and supported throughout their lifecycle at Hirschbach.

Requirements

• 3+ years of experience in transportation or logistics, preferably with driver-facing responsibilities
• Demonstrated strength in identifying root causes and applying structured problem-solving
• Strong financial acumen, especially related to small business or lease-purchase operations
• High emotional intelligence with the ability to coach, persuade, and resolve conflict
• Proficiency in Microsoft Office Suite, AS400, and transportation tools (e.g., Geotab, Workhound)
• Excellent verbal and written communication skills

Nice To Haves

• Bachelor’s degree in business, Transportation, or a related field preferred

Responsibilities

• Driver Engagement & Coaching
• Build strong personal relationships with drivers by understanding their goals, family priorities, and work preferences.
• Conduct regular check-ins and one-on-one conversations to address satisfaction, performance, and retention risk.
• Authorized to engage cross-functionally across all Hirschbach departments to address and resolve issues contributing to driver turnover.
• Collaborate with Driver Leaders to align on driver concerns (e.g., low miles, home time, pay, equipment) and maintain proactive communication.
• Serve as a liaison between drivers and departments including Recruiting, Safety, Payroll, and Maintenance to resolve friction points and improve experience.
• Use Workhound to monitor weekly feedback, identify trends, and directly address actionable driver comments.
• Conduct coaching interventions based on service, safety, or customer service issues, particularly with drivers in the bottom 20% of performance metrics.
• Facilitate transitions during fleet changes and ensure driver history is preserved and shared with appropriate teams.
• Business & Operational Support
• Act as a business coach for lease-purchase operators, providing guidance on:
• Lease structure and expectations
• Weekly financial planning and forecasting
• Fuel optimization and maintenance planning
• Tax planning (via ATBS or CPA referrals)
• Analyze driver data to identify underperforming drivers and provide targeted coaching (e.g., HOS utilization, Lytx camera performance, tablet usage).
• Promote utilization of internal tools like Luma and other educational resources to improve driver understanding and performance.
• Performance & Retention Strategy
• Track key performance indicators: bonus eligibility, production, safety incidents, preventable accidents, and Workhound satisfaction.
• Maintain at-risk driver logs in AS400; resolve flagged items through cross-functional collaboration.
• Lead root cause analysis to uncover drivers’ reasons for disengagement or resignation and recommend systemic fixes.
• Participate in weekly retention meetings and escalate critical issues when needed.
• Collaborate with operations to achieve fleet goals including:
• Reducing turnover to <90%
• Increasing miles per truck to 2,500 per week
• Improving safety performance and reducing preventable accidents
• Raising the percentage of drivers qualifying for bonuses
• Team & Process Improvement
• Partner with the Driver Experience and Operations teams to continuously improve the driver’s journey.
• Identify and address systemic issues such as inconsistent communication, payroll errors, or delayed shop repairs.
• Support change management initiatives (e.g., new pay models, technology rollouts) by acting as a voice of the driver and ensuring transparent communication.
• Share frontline insights to inform leadership decisions and continuous improvement efforts.
• Participate in process improvement initiatives and contribute to internal projects as assigned.
• Driver Mentor & Ambassador Program Management
• Administer and support the OTR Driver Mentor & Ambassador Program for company drivers and independent contractors.
• Maintain mentor program documentation, SOPs, and the Driver Mentor Assignment Sheet to ensure accurate fleet coverage and alignment with Directors of Operations.
• Partner with Directors, Driver Leaders, and Safety to identify, screen, and onboard qualified driver mentors.
• Ensure mentors are trained on program expectations, boundaries, coaching skills, and documentation standards.
• Monitor mentor engagement, contact cadence, and documentation to ensure consistent support for new and at-risk drivers.
• Act as a liaison between mentors, Driver Leaders, and Operations to escalate and resolve retention, safety, pay, home-time, and communication issues.
• Calculate monthly mentor incentives based on fleet turnover performance and submit for Director approval. (Natilie’s Report)
• Track program effectiveness using retention, early-tenure turnover, and engagement metrics, and recommend improvements as needed.
• Support mentor development by reinforcing leadership behaviors, professionalism, and alignment with Hirschbach values.
• Ensure program compliance by reinforcing confidentiality, proper escalation, and adherence to safety and company policy.

Benefits

• Bonus incentives to reward your impact!
• Benefits including medical, dental, vision, and company-paid disability & life insurance.
• 120 hours of PTO — available on your first day!
• Work from home up to 160 hours after just 6 months.
• 401(k) with company support.
• A team culture that values YOU, your growth, and your leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level