Driver Success and Retention Manager

Excel Group • Ashburn, VA

3d • Onsite

About The Position

We are hiring a Driver Success & Retention Manager to own the relationship, engagement, and retention of our independent contractor driver network. This role is responsible for ensuring drivers are activated quickly, supported consistently, and retained long-term . You will work closely with Dispatch and Operations to keep drivers engaged, productive, and aligned with expectations.

Requirements

• Experience working with independent contractors, field teams, or service-based workforce
• Strong communication and relationship-building skills
• Experience resolving performance, service, or operational issues
• Ability to work in a fast-paced, high-volume environment
• Strong problem-solving skills and initiative
• Comfortable using technology platforms and systems
• Experience in logistics, transportation, or courier operations preferred

Nice To Haves

• High sense of ownership and accountability
• Ability to ask questions, push for clarity, and solve problems
• Strong follow-through and urgency
• Comfortable handling difficult conversations
• Ability to work cross-functionally and influence outcomes

Responsibilities

• Own the driver relationship from post-orientation through ongoing engagement
• Ensure new driver activation and early success (first 7/14/30 days)
• Coach drivers on performance, service standards, and expectations
• Partner with Dispatch to ensure driver utilization and engagement
• Resolve driver issues including settlement discrepancies and communication gaps
• Identify and address retention risks and disengagement trends
• Maintain consistent driver communication and follow-up
• Collaborate with Recruiting, Dispatch, and Operations for alignment
• Track and improve driver retention and engagement metrics
• Use systems and data to identify gaps and improve processes

Benefits

• Competitive salary
• Health, dental, and vision insurance
• 401(k)
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed