Onboarding and Performance Manager

About Peddler Peddler is building one of the most sustainable and efficient last-mile delivery networks in the Netherlands. We deliver thousands of parcels every day across cities throughout the Netherlands, using smart planning, technology and electric cargo bikes. Leading retailers, marketplaces and e-commerce businesses rely on us to make urban delivery faster, more sustainable and more efficient. Our proposition is: bring sustainable logistics infrastructure closer to consumers. With a strategic investor on board and clear ambitions to expand nationwide, we’re entering an exciting new phase of growth, building on a strong operational foundation and scaling Peddler to the next level. As we grow, our focus is simple: continuously explore better ways to operate, improving planning, productivity, processes and cost efficiency while building an operation that can scale sustainably. If you enjoy turning operational complexity into simple, engineering scalable solutions, you’ll feel at home at Peddler. The Role The Onboarding & Performance Manager owns the end-to-end rider experience across all hubs. You design and improve onboarding programmes and materials, train and develop riders (with particular attention to Lead Riders at satellite hubs), visit hubs regularly, and run structured 1:1 feedback and coaching sessions so every rider starts strong and keeps performing. You are the bridge between HQ standards and the field reality of the hubs, translating operational needs into clear, practical training and continuously lifting rider performance, engagement and retention. What you'll do Onboarding & Training - Own the end-to-end onboarding of Lead Riders at satellite hubs, including key handling, operational workflows and practical training, ensuring they can independently complete all procedures and later onboard standard riders. - Create and maintain efficient onboarding plans, guides and checklists for Lead Riders and for standard riders at satellite hubs, streamlining the essential steps. - Review and refine the standard rider onboarding process for the main hub to keep it consistent and up to date. - Participate in trial days for Lead Rider candidates and support the assessment of whether they should be hired or moved to this role. - Assess and select regular riders for promotion to Lead Rider roles at new satellite hubs, particularly those located far from existing city hubs. Rider Performance & Coaching - Drive rider performance across all hubs. - Conduct regular on-site performance discussions with underperforming riders (flagged by HR or identified in the field), document findings and agree clear action plans. - Visit hubs to engage with top-performing riders, recognise strong performance, boost morale and gather feedback. - Issue formal hub warnings when needed during satellite hub visits and hold 1:1 accountability discussions with riders. - Monitor daily hub warning logs to ensure warnings issued by managers are properly recorded and followed up. - Support the verification of riders’ IDs by Hub Managers and ensure the procedure is followed correctly. Hub Visits & Field Presence - Regularly visit hubs to observe operations, meet riders and hub teams, address performance or conduct issues, and gather on-the-ground feedback. - Collect and analyse data on riders’ preferred delivery zones to better understand preferences and support planning. - Conduct on-site reviews with underperforming DSPs flagged by HR and document action plans. Continuous Improvement & Collaboration - Lead continuous improvement projects to optimise operational workflows and processes, producing clear proposals and documentation. - Use insights from hub visits, rider feedback and performance data to refine onboarding materials and training approaches. - Partner with Operations, Hub Managers, HR and other teams so onboarding and performance initiatives stay aligned with network standards and goals.