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 …

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.