美团服务体验线下督导 - 阿联酋
任职要求
1/本科及以上学历,物流管理、运营管理、质量管理或相关专业。 2/3年以上外卖或即时配送行业现场督导、运营管理经验,至少1年阿联酋市场或中东地区工作经历。 3/熟悉骑手全流程运营、服务SOP及当地合规与安全法规。 4/数据敏感,能独立完成抽检数据分析与可视化。 5/卓越的跨部门沟通、现场协调与执行力,能快速响应并解决一线运营问题。英语流利,具备阿拉伯语沟通能力者优先。 1/Bachelor’s degree or higher in Logistics Management, Operations Management, Quality Management, or a related field. 2/Minimum of 3 years’ on-site supervisory or operations management experience in food-delivery or instant-delivery industries, including at least 1 year in the United Arabic Emirates or Middle East market. 3/Deep knowledge of end-to-end rider operations, service SOPs, and local compliance and safety regulations. 4/Strong data orientation with the ability to independently analyze sampling data and produce visual reports. 5/Excellent cross-functional communication, on-site coordination, and execution skills; adept at rapidly resolving front-line operational issues. 6/Fluent in English and Arabic.
工作职责
1/制定并持续完善骑手线下督导SOP,涵盖抽检流程、检查清单、评估标准和奖惩机制。 2/依据客户投诉率、客户满意度、骑手服务准时率、装备合规率及安全事故等核心指标,设计区域抽检计划并组织实施。 3/现场核查骑手对履约SOP、服务话术、行为规范、着装礼仪及安全操作的执行情况,进行评分、指导与现场纠偏。 4/确保政府及平台合规要求(证件审核、安全防护、装备佩戴)得到有效落地,配合执法与稽查,维护运营合规底线。 5/汇总分析督导数据、客户与骑手反馈,产出月度/季度督导报告,推动跨部门优化改进和专项提升项目落地。 6/与服务体验团队、3PL管理团队及培训团队密切协作,协同推进流程优化、培训覆盖与服务体验升级。 1/Develop and continuously refine the on-site rider supervision SOP, covering sampling inspection processes, checklists, evaluation criteria, and reward-and-penalty mechanisms. 2/Design and implement regional sampling plans based on core metrics—customer complaint rate, customer satisfaction, rider on-time service rate, equipment compliance rate, and safety incident rate. 3/Conduct on-site audits to verify riders’ adherence to fulfillment SOPs, service scripts, behavioral standards, dress-code etiquette, and safety procedures; score performance, provide guidance, and correct deviations in real time. 4/Ensure compliance with government and platform requirements (document verification, safety gear usage, equipment checks); support law enforcement and audits to uphold operational compliance. 5/Compile and analyze supervision data alongside customer and rider feedback; produce monthly and quarterly supervision reports to drive cross-departmental improvements and targeted enhancement projects. 6/Work closely with the service-experience, 3PL management, and training teams to align on process optimizations, expand training coverage, and elevate overall service standards.
1. 制定并持续完善骑手线下督导SOP,涵盖抽检流程、检查清单、评估标准和奖惩机制。依据客户投诉率、客户满意度、骑手服务准时率、装备合规率及安全事故等核心指标,规划并设计区域抽检计划并组织督导实施。 2. 现场核查督导工作情况,包括骑手对履约SOP、服务话术、行为规范、着装礼仪及安全操作的执行情况,进行评分、指导与现场纠偏。 3. 确保政府及平台合规要求(证件审核、安全防护、装备佩戴)得到有效落地,配合执法与稽查,维护运营合规底线,确保骑手符合本地劳动法规和平台安全标准。 4. 汇总分析督导数据、客户与骑手反馈,产出周度/月度/季度督导报告,推动跨部门优化改进和专项提升项目落地。 5. 与服务体验团队、3PL管理团队及培训团队密切协作,针对地面发现的问题场景协同推进流程优化、培训覆盖与服务体验升级。与法务及政策团队合作,应对不断变化的法规,持续提升合规管理水平。 1. Develop and continuously refine the on-site rider supervision SOP, covering sampling inspection processes, checklists, evaluation criteria, and reward-and-penalty mechanisms.Design and implement regional sampling plans based on core metrics—customer complaint rate, customer satisfaction, rider on-time service rate, equipment compliance rate, and safety incident rate. 2. On-site inspection of the patroller work, including the rider's compliance with SOP, service language, code of conduct, dress etiquette, and safety operation, scoring, guiding, and on-site correction. 3. Ensure compliance with government and platform requirements (document verification, safety gear usage, equipment checks); support law enforcement and audits to uphold operational compliance, ensure all riders meet local labor regulations and platform safety standards. 4. Compile and analyze supervision data alongside patroller, customer and rider feedback; produce weekly, monthly and quarterly supervision reports to drive cross-departmental improvements and targeted enhancement projects. 5. Work closely with the service experience team, 3PL management team, and training team to collaboratively promote process optimization, training coverage, and service experience upgrades for problem scenarios discovered on the ground. Partnering with legal and policy teams to adapt to evolving regulations and ensure compliance with best practices.
1、负责区域内所有合作商站点、安全、早会及骑手服装等标准化项目的管理与提升,并对区域内数据及线下问题做持续性跟踪并推动整改闭环。针对尾部合作商、问题站点等部门,每日会议盘点与问责。 2、与渠道经理、安全经理、合作商等团队建立良好的沟通协作机制,持续开展标准化项目的分析诊断工作,并结合区域特性输出针对性改善方案,推动区域标准化数据提升,同时沉淀高效、稳固的标准化提升运营机制。 3、通过线下为主的手段针对合作商站点开展质量监督管理工作,对合作商的虚假、违规、安全隐患、运营风险等问题做持续性的打击,长期深挖合作商站点作弊手段,并根据虚假、违规特征和业务现状追溯虚假产生的原因或系统漏洞,反哺后线做风控策略优化。 4、针对标准化、服务体验、履约质量、新产品、下沉市场等项目做深度调研,深挖线下问题、传递一线声音,并输出专业的诊断报告或调研报告,反哺业务良性发展。 5、敏锐获取即时配送行业内动态信息,并及时反馈。 6、结合督导线下工作,针对业务运营流程、问题等提出合理化优化建议和改善策略,助力流程机制改进。 7、按要求保质保量完成督导日报、周报、月报撰写与提交。 8、其他交办的临时任务。

1、负责门店日常活动/定期活动的宣传策划及落地,提升门店客户进店量; 2、负责门店运营问题的分析,制定解决方案及落地,提升门店基础业务能力; 3、分析门店客户满意度不足制定相应解决方案予以解决,提升客户满意度; 4、挖掘客户潜在服务需求,提供给客户更好的服务体验; 5、公司管理标准的落地执行; 6、负责区域加盟商运营管理能力的培养及提升; 7、负责审核新进加盟商是否符合最低营运标准