美团Keeta-骑手管控运营-拉美
任职要求
1、本科及以上学历,3年及以上大型互联网公司/物流行业相关工作经验,有B/D端考核策略制定、管控治理策略制定、专业数据分析工作经验的优先; 2、逻辑清晰,对数据敏感,具备良好的数据洞察力和分析处理能力,具备SQL能力优先; 3、具备一定项目管理能力,以及跨团队协作能力,能高效协同多个部门协同工作; 4、英语作为工作语言,会葡萄牙语优先; 5、可接受外派工作;
工作职责
1、为配送体验指标负责,洞察履约流程中负向体验问题,如订单的超时、取消等,搭建对体验问题的分析、拆解能力,识别关键问题点并解决; 2、搭建骑手考核及管控体系,包括但不限于骑手的分层运营、骑手处罚管控等方案,并针对不同运力类型制定差异化的考核方案,保证骑手履约服务; 3、通过骑手培训、激励体系搭建、管控体系搭建等,不断提升骑手履约表现,降低违规作弊行为; 4、负责骑手判责、管控、申诉的全链路优化,通过产品能力建设、模型识别能力建设等,提高判责的准确度,保证判责管控的合理公平; 5、与商家、客服侧保证良好协同合作,提升整体的履约服务,同时保证骑手体验;
1、为配送体验指标负责,全程监控履约流程中的负面体验问题,构建系统化的体验问题分析与拆解能力,深入洞察关键痛点,推动问题闭环解决。 2、搭建骑手考核与管控体系,包括但不限于骑手分层运营、奖惩机制等,针对不同类型运力制定差异化考核方案,全面保障骑手履约服务质量。 3、推动正向运营机制建设,通过完善骑手培训体系与激励机制,提升骑手履约表现,降低违规率,增强骑手服务积极性与稳定性。 4、优化骑手判责与申诉全链路流程,通过产品能力建设和智能识别模型等手段,提升责任判定的准确性与公平性,确保管控机制公开、透明、合理。 5、跨部门协同合作:保持与产品、运营、客服等协同团队的良好沟通,从全局视角出发,不断提升整体履约服务水平。 1.Responsible for delivery experience metrics: Monitor and identify negative experience issues during the fulfillment process, such as order delays and cancellations. Build analytical and diagnostic capabilities for experience-related issues to identify key pain points and drive resolutions. 2.Establish rider assessment and management systems: This includes, but is not limited to, tiered rider operations and disciplinary measures. Develop differentiated evaluation schemes tailored to various types of delivery capacity to ensure service quality in rider fulfillment. 3.Enhance rider performance through positive operational strategies: Build training and incentive systems to improve rider performance and reduce violations. 4.Optimize the full responsibility-assessment chain for riders: Oversee the entire process of rider accountability, control, and appeals. Improve fairness and accuracy of responsibility judgments through product capability development and model-based identification systems. 5.Collaborate with cross-functional teams: Maintain strong coordination with other departments and take a holistic view to enhance overall fulfillment service quality.
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.
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.
1. 体验指标与问题治理:对配送体验指标负责,全流程监测履约环节负面体验问题(如订单延误、取消等),构建体系化分析拆解能力,深挖痛点并推动闭环解决 。 2. 骑手考核管控体系:搭建骑手考核与管控体系,涵盖分层运营、奖惩机制等,针对不同运力类型制定差异化考核方案,保障履约服务质量 。 3. 正向运营机制建设:推进正向运营机制,完善骑手培训与激励体系,提升履约表现、降低违规率,增强骑手服务积极性与稳定性 。 4. 判责申诉流程优化:优化骑手判责与申诉全链路流程,借产品能力建设、智能识别模型等,提升责任判定的准确性与公平性,确保管控透明合理 。 5. 跨部门协同:协同产品、运营、客服等团队,从全局视角提升整体履约服务水平 。