拼多多Instant Delivery Operations Specialist

Job Responsibilities 1.Be responsible for the daily operations of Hong Kong local E-commerce door-to-door delivery business, manage couriers to accurately complete delivery tasks, and ensure that express parcels are delivered on time and in full quantity. 2.Optimize delivery resources, coordinate operations specialists and couriers within the region to complete door-to-door delivery tasks, and reduce the overall delivery cost. 3.Handle customer experience issues and complaints, adjust operational strategies in a targeted manner, and enhance the delivery experience. 4.Regularly output operational data analysis reports and provide optimization suggestions for the door-to-door delivery business. 崗位職責​ 1、負責電商業務香港本地送貨上門業務日常運營，管理香港各區域配送員、運營專員精准完成派送任務，確保快遞包裹按時按量完成投遞；​ 2、優化配送資源，協調區域內運營專員、配送員完成上門配送任務，降低整體派送成本；​ 3、處理消費者體驗與投訴，有針對性調整運營策略，提升派送體驗；​ 4、定期輸出運營數據分析報告，為送貨上門業務提供優化建議。​

● You will be responsible for operating integrated “store-as-warehouse” fulfillment centers and managing multiple delivery models—including next-day, early-morning, and instant delivery—to ensure stable and timely order fulfillment. ● Key Responsibilities ○ Operate fulfillment centers within stores, ensuring smooth picking, packing, and handoff processes. ○ Manage daily operations across multiple delivery modes and maintain service quality. ○ Establish basic operational standards and conduct routine quality checks. ○ Coordinate closely with logistics partners and store teams to improve on-time delivery and customer satisfaction. 职位概述 您将负责O2O超市“店仓一体”履约中心的整体运营，以及多种配送模式（次日达、黎明达、即时达）的日常管理，确保订单稳定、准时交付。 核心职责 负责在合作门店内建立并运营履约中心，保障拣货、打包、交接流程顺畅; 管理多种履约模式的日常运作，监控交付时效与服务质量； 制定基础操作规范，开展日常质检与问题改进； 协同物流服务商与门店团队，提升整体履约效率与客户满意度。

1/制定并持续完善骑手线下督导SOP，涵盖抽检流程、检查清单、评估标准和奖惩机制。 2/依据客户投诉率、客户满意度、骑手服务准时率、装备合规率及安全事故等核心指标，设计区域抽检计划并组织实施。 3/现场核查骑手对履约SOP、服务话术、行为规范、着装礼仪及安全操作的执行情况，进行评分、指导与现场纠偏。 4/确保政府及平台合规要求（证件审核、安全防护、装备佩戴）得到有效落地，配合执法与稽查，维护运营合规底线。 5/汇总分析督导数据、客户与骑手反馈，产出月度/季度督导报告，推动跨部门优化改进和专项提升项目落地。 6/与服务体验团队、3PL管理团队及培训团队密切协作，协同推进流程优化、培训覆盖与服务体验升级。 1/Develop and continuously refine the on-site rider supervision SOP, covering sampling inspection processes, checklists, evaluation criteria, and reward-and-penalty mechanisms. 2/Design and implement regional sampling plans based on core metrics—customer complaint rate, customer satisfaction, rider on-time service rate, equipment compliance rate, and safety incident rate. 3/Conduct on-site audits to verify riders’ adherence to fulfillment SOPs, service scripts, behavioral standards, dress-code etiquette, and safety procedures; score performance, provide guidance, and correct deviations in real time. 4/Ensure compliance with government and platform requirements (document verification, safety gear usage, equipment checks); support law enforcement and audits to uphold operational compliance. 5/Compile and analyze supervision data alongside customer and rider feedback; produce monthly and quarterly supervision reports to drive cross-departmental improvements and targeted enhancement projects. 6/Work closely with the service-experience, 3PL management, and training teams to align on process optimizations, expand training coverage, and elevate overall service standards.

1. 制定并持续完善骑手线下督导SOP，涵盖抽检流程、检查清单、评估标准和奖惩机制。依据客户投诉率、客户满意度、骑手服务准时率、装备合规率及安全事故等核心指标，规划并设计区域抽检计划并组织督导实施。 2. 现场核查督导工作情况，包括骑手对履约SOP、服务话术、行为规范、着装礼仪及安全操作的执行情况，进行评分、指导与现场纠偏。 3. 确保政府及平台合规要求（证件审核、安全防护、装备佩戴）得到有效落地，配合执法与稽查，维护运营合规底线，确保骑手符合本地劳动法规和平台安全标准。 4. 汇总分析督导数据、客户与骑手反馈，产出周度/月度/季度督导报告，推动跨部门优化改进和专项提升项目落地。 5. 与服务体验团队、3PL管理团队及培训团队密切协作，针对地面发现的问题场景协同推进流程优化、培训覆盖与服务体验升级。与法务及政策团队合作，应对不断变化的法规，持续提升合规管理水平。 1. Develop and continuously refine the on-site rider supervision SOP, covering sampling inspection processes, checklists, evaluation criteria, and reward-and-penalty mechanisms.Design and implement regional sampling plans based on core metrics—customer complaint rate, customer satisfaction, rider on-time service rate, equipment compliance rate, and safety incident rate. 2. On-site inspection of the patroller work, including the rider's compliance with SOP, service language, code of conduct, dress etiquette, and safety operation, scoring, guiding, and on-site correction. 3. Ensure compliance with government and platform requirements (document verification, safety gear usage, equipment checks); support law enforcement and audits to uphold operational compliance, ensure all riders meet local labor regulations and platform safety standards. 4. Compile and analyze supervision data alongside patroller, customer and rider feedback; produce weekly, monthly and quarterly supervision reports to drive cross-departmental improvements and targeted enhancement projects. 5. Work closely with the service experience team, 3PL management team, and training team to collaboratively promote process optimization, training coverage, and service experience upgrades for problem scenarios discovered on the ground. Partnering with legal and policy teams to adapt to evolving regulations and ensure compliance with best practices.