Driver Success Manager

The Driver Success Manager plays a key role in maintaining a positive and stable driver experience by stepping in when issues arise and relationships are at risk. While this role supports overall driver satisfaction, its primary focus is on managing escalations, resolving conflicts, and protecting retention through strong relationship management.
 
Working across freight teams, the Driver Success Manager partners with CRMs, dispatch, and peer mentors to address concerns quickly, anticipate churn risks, and ensure drivers feel heard, respected, and supported.

Responsabilities

• Act as the primary point of contact for driver escalations and conflict resolution
• Foster positive working relationships with drivers, especially during challenging situations
• Identify churn risks and intervene early to stabilize relationships
• Collaborate with CRMs, dispatch, and operations to resolve driver concerns quickly
• Support initiatives that improve driver satisfaction and engagement
• Track escalation patterns and provide feedback for operational improvement
• Communicate clearly and professionally with drivers across multiple channels
• Document issues and resolutions to strengthen internal processes

Requirements

• Strong knowledge of trucking operations, industry culture, and driver realities
• Working understanding of DOT regulations and compliance expectations
• Proven ability to handle conflict, de-escalate issues, and manage difficult conversations
• High emotional intelligence and strong interpersonal skills
• Ability to work calmly in fast-paced or high-stress situations
• Ethical, fair-minded, and solution-oriented approach
• Strong cross-functional collaboration skills

Benefits