美团Keeta-用户体验及产运专家(User Experience and Product Operation Manager)
任职要求
硬技能 1. 熟悉互联网运营工具、营销工具及流量工具的基本逻辑,熟悉产品工具调研及提需方法,熟悉项目管理方法 2. 熟悉市场洞察方法论,包括用户样本选择,问卷设计,用户/商户/专家访谈,问卷分析 3. 商业Sense强,能够从复杂数据及调研中精准识别问题,判断问题根因,并设计解决方案 软技能 1. 有韧性,适应能力强,对创业项目有预期,能够承担各类角色 2. 出色的沟通能力与跨部门协同能力,能清晰表达观点并推动各部门协作 3. 框架性思维能力强,有全局视角 4. 对用户体验有高追求,注重细节且结果导向 5. 英语流利,对跨文化场景和用户有强烈好奇心 Hard Skills 1. Familiar with the basic logic of internet-based operations tools, marketing tools, and traffic tools; experienced in product tool research, requirements gathering, and project management methodologies. 2. Proficient in market insight methodologies, including user sampling, questionnaire design, user/merchant/expert interviews, and survey analysis. 3. Strong business acumen; able to accurately identify problems and root causes from complex data and research, and capable of designing effective solutions. Soft Skills 1. Resilient and highly adaptable; prepared for the dynamic and fast-paced nature of startup environments and capable of handling diverse roles. 2. Excellent communication and cross-functional collaboration skills; able to clearly articulate ideas and drive alignment across teams. 3. Strong structured thinking with a holistic and strategic perspective. 4. High standards for user experience, detail-oriented, and results-driven. 5. Fluent in English, with a strong curiosity about cross-cultural contexts and user behaviors. 具备以下条件优先 5年以上互联网产品体验、用户产品、行业研究相关工作经验,有用户体验相关从业经历者优先 有海外工作经历/求学经历者优先 Over 5 years of experience in internet product experience, user-facing products, or industry research, with a preference for candidates with a background in user experience. Overseas work or study experience is a plus.
工作职责
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. 基于客户投诉率、客户满意度、骑手服务准时率等核心KPI,完成服务体验数据归因分析,设计并持续优化骑手服务流程。 2. 针对不同商家类型、配送品类与配送场景(高峰期、商圈、住宅区、写字楼)制定标准化SOP,提高标准化流程覆盖率 3. 对接客服团队,收集并分析骑手投诉与差评率,挖掘背后关键影响因素。梳理并开发服务话术、行为规范、礼仪举止等模块化内容,形成可量化、可复制的流程手册。 4. 基于骑手配送准时率、超时率、推单完成率、拒单率等指标,开展多维度数据监控与原因分析,产出专题报告,根据问题归因制定或修改骑手管控策略方案。 5. 针对异常问题场景进行by case分析,对异常案例快速响应,发现根本原因并给出对应的解决方案或处理流程,提升异常场景问题解决准确率并降低异常场景处理时效 6. 分析用户痛点与运营痛点,并制定改善策略,建立流程监控与反馈机制,通过数据分析、客户回访、骑手访谈等方式持续迭代;对异常案例快速响应并推动改进。 7. 跨部门沟通与项目推进,定期评估策略效果,推动跨部门(运营、质检、客服、HR、技术)协作落地,不断迭代优化。 8. 输出可视化看板与决策支持工具,或基于问题场景推动解决方法的产品化,并推动项目执行与资源投入。 1. Conduct service experience data attribution analysis and Design and continuously optimize rider service processes based on core KPIs, including customer complaint rate, customer satisfaction, and rider on-time service rate. 2. Develop standardized SOPs for various merchant types, delivery categories, and scenarios (peak hours, business districts, residential areas, office buildings), and improve the coverage of standardized processes. 3. Coordinate with the customer service team, collect and analyze rider complaints and negative review rates, and uncover key influencing factors behind them. Sort out and develop modular content such as service language, behavior norms, etiquette, etc., to form a quantifiable and replicable process manual. 4. Perform multidimensional data monitoring and root-cause analysis based on rider delivery on-time rate, overtime rate, order-push completion rate, and refusal rate; produce focused analytical reports, develop or modify rider control strategy plans based on problem attribution. 5. Conduct a case-by-case analysis of abnormal problem scenarios, identify the root cause, and provide corresponding solutions or processing procedures to improve the accuracy of abnormal scenario problem-solving and reduce the timeliness of abnormal scenario processing. 6. Analyze user pain points and operational pain points, and develop improvement strategies, establish process monitoring and feedback mechanisms, and continuously iterate through data analysis, customer follow-up, rider interviews, and other methods; Quickly respond to abnormal cases and drive improvement. 7. Cross-departmental communication and project advancement, regular evaluation of strategy effectiveness, promotion of cross-departmental collaboration (operations, customer service, and other collaborative departments) implementation, continuous iteration and optimization. 8. Deliver visual dashboards and decision-support tools or productize solutions based on problem scenarios; advocate for project execution and resource investment.
流程优化与线上化建设 诊断现有客服业务流程痛点,设计并推动优化方案落地 主导客服系统(如工单系统、知识库等)的数字化迁移与线上化改造 协同产研团队开发自动化工具,减少人工操作环节 运营策略与数据分析 通过数据建模(SQL/数据表格使用等)分析客服效能、客户满意度等核心指标 输出周期性业务洞察报告,制定可量化的运营改进策略 针对中东地区业务特点,设计本地化服务流程及SOP 跨区域协作 作为BPI接口人,协调中东当地团队完成流程试点与落地 定期开展海外业务调研,识别跨文化服务中的改进机会 优先考虑: 持有Six Sigma/PMP等认证 有中东市场或跨文化团队协作经验 熟悉主流客服系统(Salesforce等)
1.结合用户生命周期,进行分层运营,对各分层用户制定差异化补贴、触达等运营策略,达成实付交易额增长,补贴效率优化等业务目标; 2.分析并寻找可做功的重点人群,进行分群运营,挖掘和提炼不同分群用户的需求和行为,从供给、需求、体验要素做功,提升用户黏性和价值; 3.对接商分、产研等团队,协调各方资源,推动运营策略落地; 4.关注行业重要玩家的关键策略,洞察业务增长点;
【履约策略运营方向】 1.负责履约业务的运营数据分析,围绕业务关键环节,对核心业务指标进行日常监控和分析,提出业务改善意见; 2.负责业务项目的落地运营,并针对落地项目的效果进行定期复盘和结论输出; 3.不断优化与完善业务运营流程,提升履约效率及标准化程度; 4.其他日常运营工作,例如城市侧需求和信息对接并推动解决、信息交互等。 【用户策略运营方向】 1.负责落地运营和优化骑手中长期成长激励体系,任务玩法和骑手权益,实现中长期对骑手行为牵引; 2.负责等级及权益的产品运营及策略迭代,深入理解运力模式及用户特征,辅助制定匹配的运营方案,并推进产品化能力建设; 3.跨部门沟通、相关方管理,协调产研及业务相关方,推动资源高效协同,保障项目落地的实施及效果; 4.搭建业务监控、效果分析体系,通过数据分析、骑手调研诊断问题,产出有效改进策略并落地闭环。 【活动运营方向】 1.负责线下活动、线上活动的策划和执行,参与保障/关怀策略(包括活动)的制定和策划,保障所负责项目的高质量运营及交付,确保所有方案可落地,包含且对骑手关怀体验负责; 2.参与业务调研,分析并深层挖掘用户保障关怀需求,形成可行性的运营优化方案,包含但不仅限于业务流程、业务方案优化; 3.负责骑手关怀线上产品优化,协同相关部门共同优化产品方案,推动产品迭代优化,提升用户感知和产品满意度。