美团履约服务产品SLA运营
任职要求
1、Master qualitative/quantitative research methods; independently design frameworks, collect multi-dimensional data (merchants/users/riders), and deliver structured reports.熟练掌握定性与定量调研方法，具备获取一手信息的能力，设计调研框架、采集多维度数据（商家/用户/骑手），并输出结构化报告 2、Experience in SLA/metrics design; understand fulfillment service logic; create quantifiable SLA systems based on customer perception and competitive analysis.有SLA设计、指标设计的经验，熟悉履约服务标准制定逻辑，能基于客户感知和竞争分析设计可量化的SLA体系 3、Break down complex issues into high-credibility conclusions; result-driven; collaborate with frontline teams to turn insights into fulfillment optimizations.具备拆解复杂问题的经验，输出高可信度的结论，结果导向，需要联动前线推动调研成果转化为履约优化动作 4、Fluent English for work; strong cross-cultural adaptability and sensitivity; thrive in multicultural environments.可将英文作为工作语言，具备良好的跨文化适应能力和敏感度，能够在多元文化环境中高效工作
工作职责
1、Conduct market researchon SLA standards and customer perceptions across different countries/cities. Design Keeta's fulfillment contract SLA by combining competitive analysis and customer experience insights.调研各国/城市的市场SLA及及客户感知（类行研，信息采集），通过信息采集与分析，结合竞争态势和客户体验洞察，设计keeta履约合同产品的SLA 2、Deliver city-level research reports covering merchants, users, and riders to support operational strategies for each city.分城输出城市维度的商家、用户和骑手三端调研信息，为城市维度的运营策略提供数据支持 3、Analyze industry tactics and action intentions; produce market insight reports to guide fulfillment strategy design/optimization in the Middle East.分析行业战略打法及行动意图，输出市场洞察报告，指导中东地区履约策略的设计与优化 4、Develop market research SOP and quality control systems. Define data breadth/depth standards to ensure consistent, reliable conclusions.制定市场调研的标准操作流程（SOP）及质量检核体系，明确信息采集的广度、深度标准，确保调研结论一致、可靠
1、Conduct market researchon SLA standards and customer perceptions across different countries/cities. Design Keeta's fulfillment contract SLA by combining competitive analysis and customer experience insights.调研各国/城市的市场SLA及及客户感知（类行研，信息采集），通过信息采集与分析，结合竞争态势和客户体验洞察，设计keeta履约合同产品的SLA 2、Deliver city-level research reports covering merchants, users, and riders to support operational strategies for each city.分城输出城市维度的商家、用户和骑手三端调研信息，为城市维度的运营策略提供数据支持 3、Analyze industry tactics and action intentions; produce market insight reports to guide fulfillment strategy design/optimization in the Middle East.分析行业战略打法及行动意图，输出市场洞察报告，指导中东地区履约策略的设计与优化 4、Develop market research SOP and quality control systems. Define data breadth/depth standards to ensure consistent, reliable conclusions.制定市场调研的标准操作流程（SOP）及质量检核体系，明确信息采集的广度、深度标准，确保调研结论一致、可靠
1. Conduct thorough analysis of Kuwait market demands, including but not limited to service products, merchant needs, and customer experience. Produce insight reports and design localized SLA standards based on insights. 市场洞察：看清科威特市场需求，不限于服务产品、商家需求、客户体验等，输出市场洞察报告，并基于此设计本土适配的履约合同产品SLA。 2. Monitor core competitors' strategic intent and tactics. Analyze market competition dynamics and identify critical business challenges to guide the design and optimization of Kuwait fulfillment strategies. 行业研究：监控核心玩家战略意图及打法，分析市场竞争态势，识别关键业务问题，指导科威特履约策略的设计与优化。 3. Deliver mult-dimensional data research including merchants, users and riders，to enable rapid adjustment and iteration of localized operational strategies for the country，including pricing strategies, subsidy strategies, etc.运营策略支持：调研商家、用户和骑手三端信息，支持科威特属地化运营策略的快速调整与迭代，包括定价策略、补贴策略等。 4.Enhance the market analysis processes, standards, and systems. Broaden internal and external research channels and analytical dimensions to deliver well-substantiated arguments that support business decision-making.搭建分析体系：完善市场分析流程体系与标准，拓宽内外部调研渠道与分析维度，论证扎实，支撑业务决策。
1、Design multi-objective optimization strategies adapting to business phases (e.g., prioritizing fulfillment experience with cost constraints in early stages) to enhance rider efficiency and maintain SLA competitiveness.根据不同业务发展阶段进行多目标优化设计，如初期以履约体验为核心目标、成本为约束条件，持续提升骑手工作效率与保证SLA具备市场竞争力 2、Lead Middle East fulfillment solutions by developing country-specific strategies based on local SLAs, validating through experiments, and scaling successful models across regions.主导中东地区履约解决方案设计，针对不同国家市场环境及SLA需求制定差异化策略，通过实验设计验证方案有效性，关注标准 化能力建设，推动成功模式跨区域推广 3、Manage timeliness metrics including rider assessment systems and load balancing, designing incentive rules to ensure cost-effective, user-perceivable delivery performance.负责时效类指标管理，包括骑手考核体系搭建与负载均衡优化，重点设计时效考核奖惩规则以确保成本约束下时效类指标具备市场竞争力，且用户有感知 4、Optimize rider app interactions by translating complex strategies into actionable guidance, reducing cognitive load through intuitive interfaces.设计骑手端交互展示策略，将复杂策略指令转化为骑手执行的行为指引，通过App界面优化持续降低骑手理解成本与操作门槛
1、主导设计、实施并持续优化覆盖用户和商户，双端满意度提升策略、关键指标体系及目标设定。建立端到端的商户体验监控与诊断体系，精准识别关键摩擦点与体验短板，量化其对满意度对续约等关键业务结果的影响。定期输出高质量的体验健康度等调研报告，为管理层决策提供数据驱动洞察。 2、建立客户问题升级、联动处理及预防机制，确保重大商家问题得到快速、有效解决，并推动系统性改进以防止复发。关注服务团队赋能，推动知识管理、培训体系和员工体验优化，以支撑高效服务交付。 3、推动跨部门/行业的高优先级客户体验优化项目。确保平台能力按时、高质量交付，并达成预设的满意度及业务提升目标；探索并引入创新方法（如利用AI/自动化、流程挖掘技术、服务设计思维）提升平台服务效率与体验。 4、深度参与客服、用反工单等平台能力建设和运营管理。制定并监督服务标准（SLA/SLO）、质量标准（质检标准、质量监控体系）及关键绩效指标。结合平台能力升级，深度推动服务效率、服务质量持续提升。