Driver Experience Advisor

About the role

The Driver Experience Advisor is a foundational relationship builder and operational coach responsible for managing an assigned driver population and executing retention strategies. This role focuses on building trust, conducting structured coaching conversations, identifying retention risks, and supporting drivers in achieving operational and financial success.

Responsibilities

• Build strong relationships by understanding drivers’ personal goals, family priorities, and work preferences
• Conduct regular one-on-one check-ins to address satisfaction, performance, and retention risk
• Collaborate with Driver Leaders to proactively address concerns (miles, home time, pay, equipment)
• Serve as liaison between drivers and departments including Recruiting, Safety, Payroll, and Maintenance
• Maintain engagement platforms for feedback trends and act on actionable insights
• Deliver coaching interventions for service, safety, and performance gaps (especially bottom 20%)
• Facilitate smooth transitions during fleet changes and ensure continuity of driver history
• Act as a business coach for lease-purchase drivers, providing guidance on: Lease structure and expectations, Weekly financial planning and forecasting, Fuel optimization and maintenance planning, Tax planning (via ATBS or CPA referrals)
• Analyze driver performance data to identify improvement opportunities
• Promote internal tools and learning resources (e.g., Luma)
• Manage at-risk tickets within the Driver Connect Module
• Track and manage key metrics: Bonus eligibility, Production (miles per week), Safety performance and incidents, Preventable accidents, Driver satisfaction feedback
• Maintain at-risk driver logs in AS400 and resolve issues through collaboration
• Conduct root cause analysis on disengagement and turnover
• Participate in weekly retention meetings and escalate critical risks
• Support fleet performance goals: Reduce turnover, Increase miles per truck to 2,500/week, Improve safety outcomes, Increase bonus qualification rates
• Partner with Driver Experience and Operations teams to improve the driver journey
• Identify and resolve systemic issues (communication gaps, payroll errors, maintenance delays)
• Support change initiatives (pay models, technology rollouts)
• Provide frontline insights to leadership
• Participate in continuous improvement projects
• Administer the OTR Driver Mentor & Ambassador Program
• Maintain program documentation, SOPs, and mentor assignment tracking
• Partner with leadership to identify, screen, and onboard mentors
• Ensure mentors are trained on expectations, coaching skills, and compliance standards
• Monitor mentor engagement, documentation, and contact cadence
• Act as liaison for escalation of driver-related issues
• Calculate and submit monthly mentor incentives for approval
• Track program effectiveness and recommend improvements
• Reinforce leadership behaviors aligned with company values
• Ensure compliance with confidentiality, safety, and company policies

Requirements

• 1-2 years of experience in transportation or logistics, preferably with driver-facing responsibilities
• Demonstrated strength in identifying root causes and applying structured problem-solving
• Strong financial acumen, especially related to small business or lease-purchase operations
• High emotional intelligence with the ability to coach, persuade, and resolve conflict
• Proficiency in Microsoft Office Suite, AS400, and transportation tools (e.g., Geotab, engagement software platforms, and DriverConnect)
• Excellent verbal and written communication skills
• Bachelor’s degree in business, Transportation, or a related field preferred

Qualifications

• High school diploma or equivalent
• Valid driver’s license
• Knowledge of transportation industry practices and regulations

Skills

• Strong interpersonal and communication skills
• Ability to build and maintain positive relationships
• Effective problem-solving and decision-making skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team

Benefits

• Competitive compensation package
• Health insurance
• Retirement savings plan
• Flexible work schedule
• Professional development opportunities

Pay

$XX.XX - $XX.XX per hour

Schedule

Monday–Friday, 7am- 5pm with flexibility for after-hours support as needed

Company Overview

Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions. With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.

Equal Opportunity Statement

Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender, gender identity, pregnancy (including childbirth, lactation and related medical conditions), physical or mental disability, genetic information (including sing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.