美团Courier Experience Operations Expert

1. Responsible for the design and operation of the entire process and link of rider service, and continuously improve the basic systems and product links of rider service workflow, implementation specifications and other basic systems and product links 2. Continuously improve rider service solutions, pay attention to rider experience, establish effective operation mechanisms, empower various business teams and improve their problem-solving capabilities 3. Insight, analysis, find out the pain points of riders, and work closely with the collaborative team to promote the problem to solve the problem from the source and reduce the occurrence of the problem 4. Through online and offline methods, enhance the loyalty and experience of platform riders

Key Responsibilities: - Develop Growth Strategies: Design and execute innovative growth strategies to scale Keeta's courier network, ensuring a seamless onboarding process for new couriers. - Data-Driven Decision Making: Analyze performance metrics and trends of newly joined couriers to inform strategic decisions that foster growth and enhance operational efficiency. - Courier Life-Cycle Optimization: Scope and implement effective courier early lifecycle strategies to enhance the conversion rates of applicants, improve activation processes, and increase retention of new riders. - Supply Forecasting and Planning: Manage supply targets effectively and develop strategic plans to meet these targets. Implement the necessary infrastructure to ensure courier quality aligns with operational expectations. - Cross-Functional Collaboration: Collaborate with Marketing, Operations, and Product teams to align and implement operational strategies across diverse markets, ensuring cohesive execution and shared goals.

Job Description: 1.Cross-border E-commerce Logistics Operations: Develop and implement operational strategies and refined operational plans based on business requirements and the service offerings of logistics providers. 2.Coordination & Management: Coordinate with local courier service providers to resolve operational issues, manage internal cross-departmental communication, and ensure accountability for route costs, delivery times, and customer experience. 3.Process Optimization: Deeply engage with all stages of the cross-border logistics chain, oversee each link, and continuously optimize business processes and systems as the operational stakeholder. 4.Problem Resolution & Compliance: Address operational anomalies, control local logistics costs, and complete project tasks assigned by the company. 1. 跨境电商物流运营，根据电商业务需求及物流服务商的服务产品供给，给出合理的运营策略，精细化运营方案； 2. 负责协调当地快递服务商管理运营问题，及协调内部的合作沟通，对线路成本、时效以及客户体验负责； 3. 深入跨境物流全链路各环节，把控每个环节，作为业务方对流程和系统进行不断优化和完善； 4. 处理各类运营异常，管控本地物流成本，及完成公司安排的项目性工作。

Location: Onsite at our warehouse at Ontario, CA or Bolingbrook, IL Job Responsibilities: 1. Logistics and Delivery Management a. Oversee end-to-end local trucking (LTL/FTL) and courier operations: - For B2B customers (e.g., retailers, distributors), design truck delivery route plans with suitable vehicle matching (LTL/FTL). - For B2C customers, coordinate with courier partners (e.g., UPS, FedEx, USPS) to balance timeliness and cost efficiency. - Continuously improve on-time delivery rates for trucking and reduce customer complaints in courier deliveries. b. Optimize delivery strategies: - Based on order volume, shipment size/weight, and destination type (urban vs. suburban), dynamically adjust the proportion between truck and courier deliveries (e.g., large goods via trucks, small parcels via courier) to minimize total delivery costs. c. Monitor last-mile fulfillment: - Require truck drivers and couriers to collect and upload Proof of Delivery (POD) documentation to ensure complete and traceable delivery records. 2. Transportation Resource Management a. Build a diversified transportation resource pool: - Select and maintain truck carriers (including in-house fleets and third-party partners) and courier service providers. - Establish a tiered supplier system (core vs. backup) to handle seasonal demand spikes (e.g., holiday or promotion periods) and ensure capacity stability. b. Supplier performance management: - Regularly evaluate and monitor last-mile vendor KPIs. - Develop improvement plans for underperforming suppliers and initiate replacement processes if necessary to maintain resource quality. c. Cost optimization: - Work with procurement to lower per-unit transportation costs through bulk rate negotiations, long-term contracts (e.g., annual courier or trucking agreements), and shared capacity (e.g., consolidated loads across clients). - Target: annual transportation expenses to decrease year-over-year. 3. Billing Management a. Manage the full billing process: - Coordinate with trucking and courier partners to receive and verify invoices (including transport fees, fuel surcharges, and special service charges like remote area surcharges). - Ensure consistency between billing amounts, service agreements, and actual delivery data to prevent duplicate or incorrect charges. b. Handle billing discrepancies: - Establish a reconciliation mechanism to resolve discrepancies (e.g., estimated vs. actual freight costs, unagreed fees) within the billing cycle to maintain invoice accuracy. c. Cost monitoring and analysis: - Periodically analyze unit costs for trucking (per ton) and courier (per shipment) to identify anomalies (e.g., abnormally high courier costs in certain regions). - Generate cost analysis reports and drive corrective actions. 4. Exception Management (In-Transit) a. Respond to and resolve delivery exceptions: - Develop standardized processes for common issues (e.g., customer refusals, shipment shortages). - For instance, ensure communication and negotiation at the delivery site for refusals and arrange redelivery promptly to resolve exceptions efficiently. 5. Cross-Team Collaboration and Process Optimization a. Coordinate with the warehouse team: - Align outbound scheduling with delivery route priorities to prevent warehouse backlogs or vehicle idle time. - Synchronize outbound data (e.g., item quantities, packaging details) to ensure consistency between warehouse and transportation records. b. Support the sales team: - Verify abnormal POD cases and assist sales with customer or platform claims.