What are the responsibilities and job description for the Driver Success and Retention Manager position at Excel Group?
Driver Success & Retention Manager
Ashburn, VA (In-Office)
Full-Time | Monday–Friday supporting 24/7/365 operation
Overview
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.
Key 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
Qualifications
- 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
What We’re Looking For
- 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
Work Environment
- In-office role with frequent communication via phone, text, email, and in-person
- Fast-paced operational setting
- Occasional travel to customer or company locations
- Ability to lift up to 50 lbs. and work in office/warehouse environments
Compensation & Benefits
- Competitive salary
- Health, dental, and vision insurance
- 401(k)
- Paid time off
Why Apply
This is a high-impact role directly tied to driver performance, retention, and overall service quality. If you’re looking for a position where you can own outcomes and improve operations, apply today.