美团工具运营 Tools Operations
任职要求
1.具有2年以上服务工具运营或相关岗位经验，熟悉工具运营流程和常用工具的使用。 2.具有良好的跨部门协调能力，协调各方资源推进工具建设。 3.能熟练运用英文沟通，有良好的学习能力。 1.Over 2 years of experience in service tool operations or related roles, with a solid understanding of tool operation processes and proficiency in using common tools. 2.Strong cross-departmental coordination skills, capable of aligning resources to drive tool development. 3.Proficient in English communication with excellent learning ability.
工作职责
1.系统管理：负责客服系统的日常维护、配置和版本更新，确保系统稳定运行。 2.需求管理：收集、管理各站点部门的系统需求，协调产品与技术团队进行功能开发及优化。 3.数据分析：监控系统性能，分析使用数据，提供优化建议以提升工具的使用效率和用户体验。 4.培训支持：为客服团队提供系统使用培训，编写相关操作手册和指导文档，支持现场答疑。 1.System Management: Oversee daily maintenance, configuration, and version updates of customer service systems to ensure stable operations. 2.Requirement Management: Collect system requirements from CE-Sites, coordinating with product and R&D teams for feature development and optimization. 3.Data Analysis: Monitor system performance, analyze usage data, and provide recommendations to improve tool efficiency and user experience。 4.Training and Support: Provide system training for the customer service team, develop related manuals and documentation, and offer on-site support when needed.
1.负责商家端相关产品工具运营，包括但不限于需求收集、功能规划、行业对标分析等工作，识别关键卡点或机会点，推动产品开发或者迭代，提升商家经营效率和管理效率； 2.管理产品项目流程，协调销售、产品、技术团队和其他相关部门完成产品功能开发或优化，帮助更高效地达成业务目标； 3.开展产品功能培训和推广，制定全面的产品培训手册，协助商家掌握产品使用方法。 1.Responsible for the merchant-related product tools operations, including but not limited to demand collection, feature planning, industry benchmark analysis, identify key bottlenecks or opportunities, drive product development or iteration, and boost merchant operational and managerial efficiency. 2.Oversee the product project workflow, liaise with sales, product, tech teams and other related departments to develop or improve product features, helping to achieve business objectives more efficiently. 3.Lead product feature training and promotion, develop a comprehensive product training guide, and support merchants in mastering product usage.
改善用户体验并提升转化率 1. 制定用户体验目标及运营规划，推进体验运营机制的建设 2. 搭建用户体验侧指标体系，开展周期性监督，定位关键用户体验卡点，并洞察用户体验与C端转化率之间的相关性，判断需要重点改善的用户体验类卡点的优先级 3. 通过体验走查，数据分析，调研等方式，深入了解用户痛点和需求，及时发现产品、规则、流程中的体验问题及风险，产出改善方案 4. 负责整理/输出运营工具、营销工具，以及流量工具的 BRD，进行项目管理，协助产研优化产品工具 5. 与各部门协作，制定优化用户体验的策略，改善用户体验，最终带来转化率提升 用户体验行业洞察 1. 用户侧调研：主导用户调研（访谈、问卷、可用性测试等），分析用户需求和行为，输出洞察报告，用于产品及运营侧规划及管理层辅助决策 2. 同类产品研究：主导同类产品调研，识别其在用户体验及产品设计上的优势及不足，输出洞察报告，用于产品及运营侧规划及管理层辅助决策 3. 基于洞察报告，为关键产品的设计提供建议 Improve User Experience and Increase Conversion Rate 1. Define user experience goals and operational plans, and promote the establishment of experience-focused operational mechanisms. 2. Build a user experience KPI system, conduct regular monitoring, identify key pain points in the user journey, and analyze the correlation between user experience and B2C conversion rates to prioritize improvements. 3. Gain deep understanding of user pain points and needs through UX walkthroughs, data analysis, and user research; identify experience issues and risks in product, policies, and processes, and propose actionable improvement plans. 4. Responsible for compiling and delivering BRDs (Business Requirement Documents) for operational, marketing, and traffic tools; manage related projects and support product and engineering teams in optimizing tool design. 5. Collaborate cross-functionally to develop user experience optimization strategies aimed at improving overall UX and ultimately increasing conversion rates. Industry Insights on User Experience 1. User Research: Lead user research initiatives (e.g., interviews, surveys, usability testing) to analyze user needs and behaviors, and generate insight reports to support product planning, operational strategies, and decision-making at the leadership level. 2. Competitive Analysis: Lead research on comparable products to identify strengths and weaknesses in their user experience and product design, and deliver insight reports to support internal planning and strategic decisions. 3. Based on these insight reports, provide recommendations for the design of key products.
1、产品策略市场分析：参与骑手侧产品运营相关工作，包括产品市场调研、对手分析、补贴策略、定价策略、需求梳理等。 2、骑手产品需求设计：将产品策略转化为原型设计及最终交付的详细需求，并提交给产品团队。 3、推动运营工具迭代：与产研团队协作，迭代骑手运营工具，支撑策略灵活调控。 Main Responsibilities: 1. Product Strategy & Market Analysis：Participate in rider-side product operations, including product market research, competitor analysis, and requirements grooming. 2. Rider Product Requirement Design：Translate product strategies into detailed prototyping and final delivery requirements, and submit to the product team. 3. Drive Operations Tool Iteration：Collaborate with the product R&D team to iterate on rider operations tools, enabling flexible strategy adjustment.
智能化工具管理：负责智能客服机器人、自动化工具、自动外呼、智能IVR等自动化工具的运营、优化及升级。 策略制定：基于客服站点需求，与产品、研发团队协作，制定智能化运营策略，推动智能化工具的迭代和实施，提升智能解决率、客户满意度及运营效率。 数据监控与分析：分析智能工具的使用效果，监控关键指标（如智能解决率、客户转接率等），持续优化运营策略。 培训支持：为客服团队提供智能工具使用培训，编写相关操作手册和指导文档，支持现场答疑。 Intelligent Tools Management: Manage intelligent customer service tools, such as chatbots, intelligent tools, automated outbound calls, and intelligent IVR, ensuring their smooth operation and upgrades. Strategy Development: Collaborate with product and R&D teams to develop and implement intelligent operations strategies based on CE-Sites needs, improving resolution rates, customer satisfaction, and operational efficiency. Data Monitoring and Analysis: Analyze tool usage and monitor key performance indicators (e.g., resolution rates, customer transfer rates), continuously optimizing operational strategies Training and Support: Provide training on intelligent tool usage for the customer service team, develop relevant manuals and guidance documents, and offer on-site s