Driver Quality & Relations Manager

About the Role

Sherpa is looking for a practical, people-focused manager to strengthen operational quality, driver relations, driver capability and process consistency across our frontline environment.

Reporting to the Chief Operating Officer, you’ll work across Support and Delivery Operations, as well as Product & Technology to improve key driver and frontline processes.

You’ll turn recurring issues into clearer SOPs, better driver education, more consistent ways of working, and alignment with relevant regulatory requirements.

Your responsibilities:

• Coordinating the operational implementation of relevant legal, regulatory and policy requirements, working with responsible teams and specialist advisers.
• Maintaining a practical register of operational compliance obligations, controls, responsibilities, evidence and agreed actions.
• Supporting compliance reviews and audits, tracking corrective actions, and escalating material risks to the COO.
• Working with Product & Technology to embed operational compliance requirements into systems and workflows.
• Maintaining practical quality standards and reviewing support interactions, complaints, incidents, claims, and driver-related decisions.
• Supporting fair and consistent driver conduct, complaint and dispute processes, ensuring significant decisions are evidence-based, documented and procedurally fair.
• Develop driver onboarding, refresher training, and education that clearly explain operational requirements, driver responsibilities, and expected standards.
• Keeping relevant SOPs, Help Centre content and frontline guidance current, accurate and aligned with operating requirements.
• Identify recurring process, control, communication, and capability gaps, and coordinate improvements through to implementation.
• Reporting compliance actions, quality trends and emerging risks to the COO and relevant leaders.

What we’re looking for

You’ll bring approximately 4–6 years of relevant professional experience, ideally with a background in Change Management, People & Culture / HR, or Customer Service / Operations, with exposure to compliance, governance or regulated processes.

You’ll also bring:

• Experience translating policies, compliance obligations or operational requirements into practical procedures, guidance and controls.
• An understanding of how to maintain compliance records, support reviews or audits, and follow through on corrective actions.
• Strong judgement and confidence handling complaints, disputes, conduct matters or other sensitive operational cases.
• An understanding of fair, consistent and evidence-based decision-making, including when to seek specialist advice or escalate a risk.
• Experience developing or improving SOPs, training materials, operational guidance and communications.
• Practical problem-solving and root-cause analysis skills, with confidence using operational data to identify trends and control gaps.
• Strong written communication, organisation and follow-through.
• Confidence coordinating improvements across frontline teams, managers and senior stakeholders.

Qualifications

Experience in logistics, marketplaces, transport or technology-enabled operations is advantageous. Exposure to driver or contractor compliance, transport, safety or other relevant regulatory requirements would also be valuable. Deep technical legal or regulatory expertise is not required.

This role would suit someone who combines strong people skills with a disciplined approach to compliance and enjoys turning complex requirements into clear, workable processes.

How to apply

Email your CV and portfolio to jobs@sherpa.net.au