美团履约服务流程专家--阿联酋
任职要求
1/本科及以上学历，工商管理、物流管理、服务/用户体验设计等相关专业优先。
2/3—5年阿联酋或中东地区外卖/零售配送运营经验，熟悉当地市场环境与政策法规。
3/具有服务流程设计与优化能力，具备完整SOP设计的过往经验。
4/数据敏感度高，能运办公工具进行投诉原因分析与准时率监测。
5/优秀的跨部门协作与项目推进能力，能驱动商家、履约运营与培训团队协同达成目标。出色的沟通表达与培训演示能力。英语读写流利；
1/Bachelor’s degree or higher, preferably in Business Administration, Logistics Management, Service Design, or User Experience Design.
2/3–5 years of operations experience in food-delivery or retail distribution within the United Arabic Emirates or Middle East, with strong knowledge of local market dynamics and regulations.
3/Demonstrated expertise in designing and optimizing service processes, with past experience developing end-to-end SOPs.
4/High data sensitivity and proficiency for analyzing complaint causes and monitoring on-time delivery rates.
5/Excellent cross-functional collaboration and project-management skills, capable of driving alignment among merchants, fulfillment operations, and training teams.
6/Outstanding communication and presentation abilities for training; fluent in written and spoken English.工作职责
1基于客户投诉率、客户满意度、骑手服务准时率等核心KPI，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。 3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协同商家运营、区域调度、客服及线下巡检团队，按需落地培训与考核，确保流程执行一致性。 5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。 6定期输出流程评估报告，提出提升建议。 1Design and continuously optimize rider service processes based on core KPIs, including customer complaint rate, customer satisfaction, and rider on-time service rate. 2Develop standardized SOPs for various merchant types, delivery categories, and scenarios (peak hours, business districts, residential areas, office buildings). 3Create modular content—service scripts, behavioral guidelines, and etiquette—to form quantifiable, replicable process manuals. 4Collaborate with merchant operations, regional dispatch, customer service, and on-site inspection teams to roll out training and assessments as needed, ensuring consistent execution of processes. 5Establish process monitoring and feedback mechanisms; leverage data analysis, customer callbacks, and rider interviews to iterate procedures; respond rapidly to exceptions and drive improvements. 6Produce regular process evaluation reports and propose recommendations for further enhancements.
【商家运营】 负责Keeta阿联酋的商家运营运营，包含连锁品牌、城市商家的经营管理，推动阿联酋外卖业务增长。 1.平台商家运营：负责阿联酋市场餐饮外卖新店到老店的全生命周期运营，识别增长机会点，制定拆解运营策略，组织匹配资源，支撑增长结果； 2.品牌经营增长：对目标品牌池在阿联酋市场的经营增长负责，通过品牌池准入规则迭代、权益资源分配、经营策略调优，支撑品牌在下沉市场生意规模增长； 3.供给探索与场景运营：探寻阿联酋市场用户的外卖需求场景增长机会点，探索供给新模式满足用户需求或提升行业经营效率，以推动行业增长。 【商家体验策略】 1、建设商家体验指标体系，开展周期性监督，定位关键体验卡点，判断需要重点改善的体验问题的优先级； 2、制定体验优化策略，改善商户从入驻、运营、售后全链路的体验，提升商户在平台的运营能力； 3、流程和产品优化，通过数据分析和客服处理链路，识别商户体验问题，基于高频问题主动走查，优化处理SOP和体验优化MRD； 4、商家治理与平台秩序构建，制定与落地商家治理策略，识别并治理违规行为，协同C端和履约端梳理并优化平台规则，提高商家合规率与平台信任感；
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、深入电商业务链路的各环节，从消费者需求视角，为平台消费者提供系统化行业履约服务服务产品解决方案； 2、挖掘场景，识别机会，设计服务策略，协同相关方，确保服务策略的落地，提升行业转化，持续提升用户体验； 3、规划和设计分场景履约服务产品的权益表达，服务产品从行业履约服务能力交付，以及结果反馈全周期的产品能力； 4、承担独立业务线需求管理职责，清晰进行产品规划和设计迭代，与相关合作方达成一致，识别产品关键点及优先级，设计有效跟踪策略，推动产品落地。
1、洞察服务体验链路中的用户痛点，并建立相关服务指标体系以衡量服务体验水平，指导服务运营方向，围绕各端用户体验提升目标，对复杂问题开展深度研究，进行剖析和思路梳理，设计有效的解决方案； 2、负责推进各端用户体验方向和产品策略迭代重点项目，跟进项目进度，以结果为导向推进落地； 3、基于用户满意度，NPS等相关指标及客户调研等挖掘发现履约服务过程中的问题点，并针对性提出有效解决方案，协同相关方落地； 4、对服务交付流程管理和优化，基于到店业务场景，找到用户痛点，持续优化服务流程，提升用户满意度和用户对平台的粘性； 5、主动挖掘潜在需求，形成有效服务运营方案，基于行业及用户洞察，不断创新服务运营模式，增强各端用户满意度。