美团Keeta-配送服务体验运营专家

1、研究行业标杆与新市场实践，制定本地化策略 -深入研究全球头部平台（如Talabat、Deliveroo、Uber Eats、Grab等）以及新兴市场玩家在配送服务体验和骑手体验管理方面的策略； -结合Keeta的业务特点和市场定位，设计并迭代适配本地市场的配送服务体验和骑手体验策略体系； -识别不同市场在履约模式、骑手行为、用户需求方面的差异，为策略设计提供数据支持与本地化洞察。 2、搭建并优化骑手服务链路，提升配送效率，降低用户CPO，提高满意度 -负责骑手体验相关流程的体系化设计，包括接单、取餐、配送、送达等各环节的体验标准与优化策略； -分析配送链路中影响用户满意度和骑手效率的关键节点，制定针对性的体验提升措施； 3、完善骑手服务支持体系，提升骑手满意度，降低骑手CPO -搭建骑手在配送过程中的异常问题处理机制，提高如商户问题、用户联系不到、系统异常等场景下的响应效率与处理闭环； -联动产品、客服、运营团队优化骑手端流程与工具，提高骑手配送效率与服务感知； -建立骑手满意度调研机制，定期收集反馈，优化政策与服务支持策略，增强骑手粘性与服务意愿。

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. 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 。

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.