Community Lead

About Xpress

Xpress is a Philippines-based mobility and technology company operating ride-hailing, EV and hybrid taxis, motorcycle taxis, concierge services, and corporate transport across Metro Manila and key regional cities.

Our community includes drivers earning through the platform, riders using Xpress every day, advocates, creators, partners, and people talking about us online and offline.

We want to be closer to those communities, understand what matters to them, and turn that understanding into stronger relationships and better business decisions.

About the Role

We are looking for a Community Lead to own and grow Xpress's driver and rider communities, with a stronger focus on drivers.

This is a hands-on role across Growth, Driver Operations and Support. You will lead how Xpress engages with its communities online and in the field — from Facebook groups, comments and direct messages to driver events, ambassador programs and local activations.

You will also act as an important listening channel for the business: tracking sentiment, identifying recurring issues, and making sure useful community insights reach the right teams.

This is not just a social media role. We want someone who can build trust, create advocacy, handle difficult conversations, and turn community feedback into action.

What You Will Do

1. Build Driver & Rider Community

• Own Xpress's community strategy, with greater focus on drivers
• Build and manage online groups and engagement channels
• Develop strong relationships with active drivers, community leaders and advocates
• Spend time directly with drivers in the field
• Understand what motivates different community segments and how Xpress can engage them better

2. Build Advocacy

• Identify drivers and riders who can become Xpress ambassadors
• Build referral, ambassador and community-leader programs
• Encourage authentic user-generated content and advocacy
• Support meetups, events and local activations
• Create initiatives that increase participation and loyalty

3. Engagement & Moderation

• Own engagement across comments, messages, groups and relevant online conversations
• Respond in a natural way that fits Filipino audiences
• Handle complaints, misinformation and difficult interactions
• Coordinate with Support when cases require investigation or formal resolution
• Follow important cases through instead of simply passing them on

4. Social Listening & Insight

• Monitor what drivers and riders are saying about Xpress
• Track competitor and industry sentiment
• Identify emerging issues before they become bigger problems
• Separate isolated complaints from recurring patterns
• Produce regular insights for Growth, Operations, Product and Support
• Highlight opportunities where community feedback can improve the product or service

5. Content & Community Performance

• Create community-first posts, announcements, updates and simple short-form content
• Work with Marketing and Design on larger creative requirements
• Track community growth, engagement, sentiment, response time, referrals, UGC and event participation
• Identify which initiatives are working and which should change
• Turn community activity into clear business insight

What We're Looking For

• 3–5+ years of experience in community management, social media, customer engagement, partnerships, driver operations or a related field
• Strong understanding of Filipino culture, online behavior and community dynamics
• Fluent and natural communicator in Filipino/Tagalog and English
• Experience building or managing online communities
• Comfortable engaging directly with drivers, customers and community groups
• Able to handle criticism and difficult conversations without becoming defensive
• Strong social-listening instincts and ability to identify patterns
• Comfortable creating basic social and short-form content
• Organized enough to manage multiple conversations, cases, events and initiatives
• Willing to spend time both in the office and in the field

The Ideal Candidate

• Genuinely enjoys talking to people and understanding what motivates them
• Can build trust with drivers without simply agreeing with everything they say
• Understands Filipino internet culture
• Notices shifts in sentiment early
• Knows the difference between replying to a complaint and actually resolving it
• Can turn community feedback into useful business insight
• Thinks in terms of advocacy and relationships, not just followers
• Takes ownership and follows through

Success in This Role Looks Like

• Stronger and more active driver and rider communities
• Improved engagement and sentiment around Xpress
• A credible network of driver ambassadors and advocates
• Increased referrals, UGC and participation in Xpress initiatives
• Faster identification of recurring community issues
• Better coordination between Community, Support, Operations and Product
• Community insights regularly influencing business decisions

Reports to: Growth Manager

Location: Pasig City, Metro Manila

Employment Type: Full-time

Work Setup: On-site, with regular field and community activity

Xpress is an equal opportunity employer. We evaluate applicants based on merit and do not discriminate on the basis of race, gender, religion, disability, or any other protected status.