美团Keeta - 客服产品经理

1、负责海外业务Keeta智能服务门户策略产品建设，提供智能客服解决方案，并针对业务发展不同阶段和目标输出策略和方案，为智能解决方案的体验、效率负责； 2、深入了解服务行业特性和发展情况，结合大模型提供高效的智能解决方案，数据驱动，洞察用户问题场景、需求和行为，设计和改进算法策略，运用多种手段帮助提高策略表现，交付完备、灵活通用的产品解决方案；保持对前沿趋势和技术的学习能力，研究和应用大模型能力，提高智能产品解决力； 3、对行业动态及发展保持关注，深入理解其产品功能迭代的表层考量和底层逻辑，为产品优化和创新提供指导； 4、良好的团队合作能力，与工程、数据、算法、运营等团队紧密合作，确保产品的开发、交付按时进行，保障产品的整体一致性和用户体验。

我们正在寻找一位积极主动、注重细节的送遞員运营经理（管控），通过线上线下策略统筹管理骑手行为规范、表现及合规性。 该岗位将确保送遞員遵守平台规则、保持优质服务、有效处理商户/客户投诉，并持续实现高效准时配送，在运营体系中扮演关键角色。 核心职责 送遞員關鍵管控 制定关键指标监控骑手准时率、完单率及其他違規等表现 定期分析数据趋势，识别改进空间 制定绩效提升方案并反馈，协同开发骑手培训材料 違規申诉 确保骑手熟知平台规则、SOP及安全规范 调查违规行为并依规处理，建立完整处置档案 开发合规培训体系，处理申诉事件并优化判责逻辑 客诉处理 作为商户/客户投诉接口 开展多维度客诉调查 推动问题解决并建立投诉处理台账 沟通协同 编制运营数据报告并向上汇报 跨部门协同产品、客服、运营团队

As the Key Account Management Lead, you will be responsible for leading and guiding one key account management team in building and maintaining strong, long-lasting relationships with our brand partners. You will oversee the development of key account plans, negotiate commertial terms, and and enhance their performance on our platform through exceptional merchants services. This role will report to the Head of Key Account. Job description: 1. Business Development and Negotiation: Lead team to build and strengthen relationships with key brand partners through key engagement and negotiation of mutually beneficial agreements; Utilize exceptional communication skills to interact effectively with senior executives, understanding their needs and aligning our services to their strategic goals. 2. Key Account Planning and Execution: Develop and implement a comprehensive key account management strategy that aligns with both company's business goals and brand partners' objectives; Allocate resources effectively to support strategic initiatives and maximize ROI for both the company and our partners; Regularly assess partner performance to optimize their success on our platform through data analysis. 3. Leadership and Team Management: Lead the key account management team by setting clear objectives, providing guidance, and offering professional development opportunities; Define and track key performance indicators (KPIs) for the key account managers to measure success and drive team performances; Foster a culture of excellence and accountability within the team, ensuring all members are equipped to meet and exceed their goals. 4. Cross-functional Collaboration: Collaborate closely with operations, product managers, marketing, customer service, and finance teams to deliver a cohesive and superior service to brand partners. 作为大客户管理部门负责人，领导和指导大客户管理团队，建立和维护与我们重点餐饮品牌合作伙伴的关系，并通过优质的商家服务为双方带来持续增长。该职位直接汇报给 KA 团队负责人。 职位描述： 1、商务合作和谈判：领导团队与重点餐饮品牌建立共赢的战略合作关系；能够有效地与餐饮品牌的高级管理层互动，了解他们的需求，并使我们的服务与他们的战略目标一致。 2、大客户运营策略规划与执行：制定与公司业务目标和品牌合作伙伴目标一致的大客户发展策略；能够有效分配资源以支持策略达成，并为公司及合作伙伴创造最大化的收益；通过数据分析定期评估业绩表现，不断优化品牌运营策略并驱动他们在平台上获得增长和收入。 3、大客户团队管理：为大客户经理设定明确的目标和发展机会；定义并跟踪大客户经理的关键绩效指标，有效衡量团队的绩效表现并推动达成更好的结果；培养追求卓越的团队，提供有效指导，确保所有成员都有能力达成目标并超出预期。 4、跨部门协作：与运营、产品、营销、客服和财务团队紧密合作，共同为品牌合作伙伴提供优质的服务。

As the Strategic Account Management Lead, you will be responsible for leading and guiding the key account management team in building and maintaining strong, long-lasting relationships with our brand partners. You will oversee the development of strategic account plans, negotiate commertial terms, and and enhance their performance on our platform through exceptional merchants services. Job description: 1. Business Development and Negotiation: Lead team to build and strengthen relationships with key brand partners through strategic engagement and negotiation of mutually beneficial agreements; Utilize exceptional communication skills to interact effectively with senior executives, understanding their needs and aligning our services to their strategic goals. 2. Strategic Account Planning and Execution: Develop and implement a comprehensive key account management strategy that aligns with both company's business goals and brand partners' objectives; Allocate resources effectively to support strategic initiatives and maximize ROI for both the company and our partners; Regularly assess partner performance to optimize their success on our platform through data analysis. 3. Leadership and Team Management: Lead the key account management team by setting clear objectives, providing guidance, and offering professional development opportunities; Define and track key performance indicators (KPIs) for the key account managers to measure success and drive team performances; Foster a culture of excellence and accountability within the team, ensuring all members are equipped to meet and exceed their goals. 4. Cross-functional Collaboration: Collaborate closely with operations, product managers, marketing, customer service, and finance teams to deliver a cohesive and superior service to brand partners. 作为大客户管理部门负责人，领导和指导大客户管理团队，建立和维护与我们重点餐饮品牌合作伙伴的关系，并通过优质的商家服务为双方带来持续增长。 职位描述： 1、商务合作和谈判：领导团队与重点餐饮品牌建立共赢的战略合作关系；能够有效地与餐饮品牌的高级管理层互动，了解他们的需求，并使我们的服务与他们的战略目标一致。 2、大客户运营策略规划与执行：制定与公司业务目标和品牌合作伙伴目标一致的大客户发展策略；能够有效分配资源以支持策略达成，并为公司及合作伙伴创造最大化的收益；通过数据分析定期评估业绩表现，不断优化品牌运营策略并驱动他们在平台上获得增长和收入。 3、大客户团队管理：为大客户经理设定明确的目标和发展机会；定义并跟踪大客户经理的关键绩效指标，有效衡量团队的绩效表现并推动达成更好的结果；培养追求卓越的团队，提供有效指导，确保所有成员都有能力达成目标并超出预期。 4、跨部门协作：与运营、产品、营销、客服和财务团队紧密合作，共同为品牌合作伙伴提供优质的服务。