蚂蚁金服蚂蚁国际-Enterprise 行业解决方案及运营-万里汇WorldFirst

1. Analyze and design overall service and business support systems based on customer value and strategic demands, incorporating insights from industry trends, cross-department communication, and organizational assessments. 2. Design end-to-end service and business support solutions from an AI perspective, addressing cognitive and usage barriers for users and operational bottlenecks in support processes. This includes modules for demand identification, feature exploration, tool processes, channel planning, knowledge content, and quality management. 3. Evaluate and deploy support strategies and capabilities for changes in business, including self-service, human support, and deferred service. Provide support solutions for service design and deployment upgrades. 4. Identify customer obstacles and pain points, and develop service solutions adapted from customer view, continuously improving and optimizing solutions to enhance overall customer experience. 5. Collaborate with product and R&D teams in strategy and capability deployment to ensure smooth delivery and timely results with high quality. 6. Accumulate mechanisms and standards for service design and operations to ensure continuity and inheritance. 1. 围绕客户价值及服务支持本质，结合不同阶段的战略诉求，通过对行业趋势的洞察、跨部门的沟通协作、组织保障的评估等方式，分析并设计整体服务及业务支持体系； 2. 结合AI视角，在基于客户服务诉求进行全链路服务及业务支持解决方案设计，以解决用户触达产品时的认知障碍、使用障碍和支持业务过程中的运营流程卡点。亦需要包括基于 诉求识别、特征挖掘、工具流程、渠道规划、知识内容、质量管理的多模块服务运营支持体系和规划来设计包括AI赋能的服务及业务支持解决方案； 3. 针对业务变动进行服务业务支持影响评估及策略部署，在服务及业务支持端进行自助、人工、迟滞承接的能力部署及开量支持，亦会针对业务支持的服务设计部署升级提供支持方案； 4. 洞察客户障碍和服务痛点，从客户视角出发输出适配服务渠道的解决方案，持续以项目等方式推动方案优化改善，从而提升整体客户体验； 5. 在策略及能力部署过程中端到端协同产品及研发团队一起保障交付链路顺畅，保质保量按时交付结果； 6. 沉淀服务设计和运营的机制和标准，保障持续性和传承性；

1.面向区域交付项目提供一站式物流服务，管理物流履行能力，确保货物安全、及时、准确到达客户； 2.面向内外部客户，进行日常物流履行业务沟通，对于客户需求给出物流解决方案； 3.通过对各个物流节点进行分析，细化作业流程，持续优化物流模式，提升运营效率；针对一线物流服务履行中的痛点提供更优的解决方案，降本增效，提高客户满意度； 4.负责本地的供应商资源收集和整合，评估供应商能力，建立供应商资源池； 5.管理物流供应商的日常运作和绩效，包括绩效管理、服务质量管理等； 6.建立仓储及运输标准化体系，推动其顺利运行、培训及实施；通过对仓储配送环节的发货时效及服务质量进行系统性优化，提升运营效率； 7.跟踪服务质量问题改进及排除，利用系统数字化工具丰富物流运作的监控及分析手段，提高对配送过程中风险及漏洞的识别能力，持续更新物流标准作业流程及制度，优化作业流程，提升配送服务体验。 1.Accountable for regional delivery projects with one-stop logistics services, manage warehouse performance and storage capacity are needed, to ensure that goods delivery to customers safely, timely and accurately. 2.Interface with internal and external customers to maintain communication in terms of logistics delivery service, providing warehousing solutions to meet customers' needs. 3.Reduce cost and increase efficiency while improve customer satisfaction by analyzing on each logistics nodes, refine operation process, to continuously optimize logistics model and delivery better solution for the pain points of front-line logistics service. 4.Responsible for the sourcing of logistics vendor, establishing vendor resource pool after research and evaluation on local logistics resources. 5.Responsible for the supervision on daily operation and performance of logistics suppliers, including performance evaluation, service level management, etc. 6.Assist in the establishment of warehousing standardized measurement system, promote to launch it accordingly with proper training and implementation, improve operational efficiency via systematical optimization on the delivery timeliness and service quality on warehousing and distribution. 7.Track on service quality issue to improve and troubleshooting, enrich the supervising and analyzing method on logistics operation by utilizing system digitalization tools, improve the ability to identify the risk and loophole within deliver process, continually update the logistics standard operation process and policy, optimize the operation process, enhance the delivery service experience.

1.面向区域交付项目提供一站式物流服务，管理物流履行能力，确保货物安全、及时、准确到达客户； Accountable for regional delivery projects with one-stop logistics services, manage warehouse performance and storage capacity are needed, to ensure that goods delivery to customers safely, timely and accurately. 2.面向内外部客户，进行日常物流履行业务沟通，对于客户需求给出物流解决方案； Interface with internal and external customers to maintain communication in terms of logistics delivery service, providing warehousing solutions to meet customers' needs. 3.通过对各个物流节点进行分析，细化作业流程，持续优化物流模式，提升运营效率；针对一线物流服务履行中的痛点提供更优的解决方案，降本增效，提高客户满意度； Reduce cost and increase efficiency while improve customer satisfaction by analyzing on each logistics nodes, refine operation process, to continuously optimize logistics model and delivery better solution for the pain points of front-line logistics service. 4.负责本地的供应商资源收集和整合，评估供应商能力，建立供应商资源池； Responsible for the sourcing of logistics vendor, establishing vendor resource pool after research and evaluation on local logistics resources. 5.管理物流供应商的日常运作和绩效，包括绩效管理、服务质量管理等； Responsible for the supervision on daily operation and performance of logistics suppliers, including performance evaluation, service level management, etc. 6.建立仓储及运输标准化体系，推动其顺利运行、培训及实施；通过对仓储配送环节的发货时效及服务质量进行系统性优化，提升运营效率； Assist in the establishment of warehousing standardized measurement system, promote to launch it accordingly with proper training and implementation, improve operational efficiency via systematical optimization on the delivery timeliness and service quality on warehousing and distribution. 7.跟踪服务质量问题改进及排除，利用系统数字化工具丰富物流运作的监控及分析手段，提高对配送过程中风险及漏洞的识别能力，持续更新物流标准作业流程及制度，优化作业流程，提升配送服务体验。 Track on service quality issue to improve and troubleshooting, enrich the supervising and analyzing method on logistics operation by utilizing system digitalization tools, improve the ability to identify the risk and loophole within deliver process, continually update the logistics standard operation process and policy, optimize the operation process, enhance the delivery service experience.

1.面向区域交付项目提供一站式物流服务，管理物流履行能力，确保货物安全、及时、准确到达客户； Accountable for regional delivery projects with one-stop logistics services, manage warehouse performance and storage capacity are needed, to ensure that goods delivery to customers safely, timely and accurately. 2.面向内外部客户，进行日常物流履行业务沟通，对于客户需求给出物流解决方案； Interface with internal and external customers to maintain communication in terms of logistics delivery service, providing warehousing solutions to meet customers' needs. 3.通过对各个物流节点进行分析，细化作业流程，持续优化物流模式，提升运营效率；针对一线物流服务履行中的痛点提供更优的解决方案，降本增效，提高客户满意度； Reduce cost and increase efficiency while improve customer satisfaction by analyzing on each logistics nodes, refine operation process, to continuously optimize logistics model and delivery better solution for the pain points of front-line logistics service. 4.负责本地的供应商资源收集和整合，评估供应商能力，建立供应商资源池； Responsible for the sourcing of logistics vendor, establishing vendor resource pool after research and evaluation on local logistics resources. 5.管理物流供应商的日常运作和绩效，包括绩效管理、服务质量管理等； Responsible for the supervision on daily operation and performance of logistics suppliers, including performance evaluation, service level management, etc. 6.建立仓储及运输标准化体系，推动其顺利运行、培训及实施；通过对仓储配送环节的发货时效及服务质量进行系统性优化，提升运营效率； Assist in the establishment of warehousing standardized measurement system, promote to launch it accordingly with proper training and implementation, improve operational efficiency via systematical optimization on the delivery timeliness and service quality on warehousing and distribution. 7.跟踪服务质量问题改进及排除，利用系统数字化工具丰富物流运作的监控及分析手段，提高对配送过程中风险及漏洞的识别能力，持续更新物流标准作业流程及制度，优化作业流程，提升配送服务体验。 Track on service quality issue to improve and troubleshooting, enrich the supervising and analyzing method on logistics operation by utilizing system digitalization tools, improve the ability to identify the risk and loophole within deliver process, continually update the logistics standard operation process and policy, optimize the operation process, enhance the delivery service experience.