滴滴Product Operation Senior Analyst(J250625026)
任职要求
任职要求 教育背景： 本科及以上学历，计算机、信息管理、通信、商业管理或相关领域优先。 工作经验 ： 5年以上产品运营、解决方案运营、技术运营、产品管理或售前咨询经验，大型互联网平台或领先SaaS企业背景者优先。 3年以上深度参与客服产品/系统/工具生态建设与运营经验，深刻理解客服运营核心流程与痛点（咨询、受理、处理、质检、工单、智能工具等）。 具备在全球化或跨国公司工作的显著经历，拥有复杂环境下跨时区、跨团队的沟通、协调与影响力证明。流利的中英文沟通能力（必须）。 有服务支持出行、外卖、电商、金融科技经验者优先。 加分项： 有实际参与API设计、开放平台建设、集成项目或SaaS产品商业规划的经验。 有大型企业级CRM系统（如Salesforce Service Cloud, Zendesk, 或其他）的设计、实施或深度运营经验。 掌握除英语外的其他外语能力（特别葡萄牙语，西班牙语）。
工作职责
主要职责 跨业务线客服需求评估与决策 (40%)： 深入业务理解： 与不同核心业务线（如出行、外卖、FinTech）的运营与客服团队紧密协作，深刻理解其业务模式、目标用户群及核心服务流程。 需求洞察与判断： 系统性地收集、梳理与分析来自各业务线的客服产品需求（工具、流程、功能优化等），独立进行专业评估，判断其核心价值、合理性与对业务目标的支撑程度。建立并应用需求价值评估模型。 研发资源决策： 基于业务痛点、用户体验、效率/成本效益、技术可行性等维度，清晰论证该需求是否需要投入研发资源进行产品化开发（如新建/优化工具、对接系统、开发AI能力），或通过运营策略/流程优化即可解决，为技术资源投入提供关键决策建议。 客服平台化战略与技术创新融合 (30%)： 平台化架构推进： 主导或深度参与推动核心客服系统（如CRM）向模块化、组件化、开放化架构转型，提升灵活性与可扩展性，支持业务快速迭代与对接。 开放性与SaaS化探索： 规划并支持客服模块/能力的API化设计与开放策略；参与评估核心客服组件/工具转化为SaaS产品的可行性、商业模式与实施路径。 AI赋能客服： 探索并推动AI技术（如智能聊天机器人、坐席辅助、知识管理、自动化流程）在客服各场景中的应用落地，评估技术方案与业务价值的匹配度，驱动服务效率与体验革新。 高效跨国协作与落地推动 (30%)： 跨时区/跨文化协作枢纽： 作为关键协调者，高效沟通并拉齐全球业务团队（需求方）、客服运营团队、及研发团队的目标与优先级，管理多方期望。优秀的英语沟通能力（书面与口语）是硬性要求。 产品方案对接与落地： 针对确认投入研发的需求，协同产品、设计与研发团队，清晰定义目标、核心方案、关键指标，确保方案紧密贴合业务需求，并推动高质量、高效落地与结果验证。 知识沉淀与方法论： 总结提炼需求评估、技术融合、平台化及跨国协作等领域的经验与最佳实践，形成可复制的方法论赋能团队。
- Lead product improvement projects based on Data Analysis, Surveys, Focus Groups, Usability Tests, and internal reports; - Analyze related data and make business decisions based on the findings and conclusions; - Lead product development by sketching MVPs, designing and running tests to measure feature impact, identifying issues and solving them; - Act as a focal point on the roll-out of new features/projects, and share them with relevant stakeholders. - Develop trustful relationships to transparently communicate and align with company stakeholders, including product teams, Operations, Marketing, Customer Support, Safety, Legal, Finance both in China and international
THE ROLE This role will work as Senior role to support IT Risk and Compliance lead (China & APAC) in Information Security areas, and to effectively collaborate with stakeholders to develop policies/processes, identify issues and risks, suggesting risk remediation strategies and driving towards compliance. RESPONSIBILITIES • Develop and maintain Tesla Information Security policies, frameworks, guidance and metrics based on internal, domestic and industrial information security regulations and standards, such as ISO27001, ISO27701, NIST, etc. • Collaborate with Product owners, Engineers, and Business process owners, and system owners to ensure security process are well established and followed. • Support in cyber compliance programs including China Cybersecurity Law (CSL), China Data Security Law (DSL) and Personal Information Protection Law (PIPL) compliance. • Assist in IT Governance, Risk and Compliance team in documenting and reporting control deficiencies upon discussion with business owners, Internal Auditors and collaborate with business owners regarding recommendations to address the root cause of issues and report support implementation of management remedial actions.
北京市昌平区 滴滴自2018年初收购巴西出行平台99开始，正式启动了国际化战略。目前，滴滴的国际业务覆盖了拉美、亚太和非洲的14个国家，为当地市场提供以出行为主、涵盖外卖和金融的多样化服务。 • Collaborate with product and support teams to identify and resolve pain points in the app experience for both riders and drivers. • Design and implement incentive schemes, pricing models, and operational strategies for selected cities within the Egypt market. • Plan and execute incentive campaigns to drive user acquisition, boost retention, and maximize operational ROI. • Support the development and localization of pricing strategies to ensure market competitiveness and sustainable profitability. • Conduct user research—including surveys and interviews with riders and drivers—to capture local insights and enhance service quality. • Monitor key performance metrics, analyze city-level data trends, and proactively propose optimization initiatives.
You will be responsible for creating security policies and processes for 13 countries around the globe. This entails market analysis, alignment with senior stakeholders, and multinational collaboration to generate insights guiding the effective design and implementation of policies ensuring user protection and trust on the platform. 1. Create and improve the procedures, rules, standards, and related products of IBG safety case handling. 2. Responsible for the creation and implementation of safety case classification, case judgment, control policy, and appeal standards. 3. Responsible for organizing public committees to continuously optimize rules and policy, creating fair, just, and transparent rules. 4. Conduct safety operation data analysis and case review regularly, and propose optimization plans.