美团Rider Quality and Experience Specialist (Training & Communication)
任职要求
1. Bachelor degree or above, at least 3-5 years of related areas as operations of rider experience, rider support,training. 2. Strong organizational, communication skills and experience in transforming business knowledge into structured, visualized formats (e.g., diagrams, slides, videos) is a strong plus 3. Ability to multitask and prioritize tasks effectively in a fast-paced environment. Attention to detail and problem-solving skills. 4. Proficient in English,Arabic or Urdu. 具备以下条件优先 Food delivery platform experience like hunger station/talabat/deliveroo/noon..
工作职责
1. Identifying pain points and problems faced by riders during the delivery process using feedback, surveys, and data analysis. Developing and implementing solutions to address these issues, drive process improvements, and optimize product features. 2. Developing and implementing training programs to address identified needs, and designing materials that support effective learning. 3. Creating and executing communication strategies that promote a positive Rider experience and ensure clear, effective communications through multiple channels such as regular rider forums, online/offline rider communities and inapp messages. 4. Plan and implement various forms of rider care and incentive activities to enhance riders' performance and experience in specific scenarios, as well as to improve courier satisfaction.
1、为配送体验指标负责，全程监控履约流程中的负面体验问题，构建系统化的体验问题分析与拆解能力，深入洞察关键痛点，推动问题闭环解决。 2、搭建骑手考核与管控体系，包括但不限于骑手分层运营、奖惩机制等，针对不同类型运力制定差异化考核方案，全面保障骑手履约服务质量。 3、推动正向运营机制建设，通过完善骑手培训体系与激励机制，提升骑手履约表现，降低违规率，增强骑手服务积极性与稳定性。 4、优化骑手判责与申诉全链路流程，通过产品能力建设和智能识别模型等手段，提升责任判定的准确性与公平性，确保管控机制公开、透明、合理。 5、跨部门协同合作：保持与产品、运营、客服等协同团队的良好沟通，从全局视角出发，不断提升整体履约服务水平。 1.Responsible for delivery experience metrics: Monitor and identify negative experience issues during the fulfillment process, such as order delays and cancellations. Build analytical and diagnostic capabilities for experience-related issues to identify key pain points and drive resolutions. 2.Establish rider assessment and management systems: This includes, but is not limited to, tiered rider operations and disciplinary measures. Develop differentiated evaluation schemes tailored to various types of delivery capacity to ensure service quality in rider fulfillment. 3.Enhance rider performance through positive operational strategies: Build training and incentive systems to improve rider performance and reduce violations. 4.Optimize the full responsibility-assessment chain for riders: Oversee the entire process of rider accountability, control, and appeals. Improve fairness and accuracy of responsibility judgments through product capability development and model-based identification systems. 5.Collaborate with cross-functional teams: Maintain strong coordination with other departments and take a holistic view to enhance overall fulfillment service quality.
1.Developing 3pl partners and expanding the number of partners and riders according to the demand for delivery in each city. 2.Develop and optimize 3PL fleet operational plans, improving capacity, rider quality, and rider efficiency to maintain high service quality and operational efficiency. 3.Ensure partner accountability through clear performance metrics, audits, and regular business reviews. Take responsibility for the partners and regions to achieve rider recruitment, operations, management, and user experience goals. 4.Ensure 100% compliance for 3PL partners and their riders. 5.Monitor rider behavior and service quality through fleet partners to ensure end-user satisfaction. 6.Work with the operations team to develop rewards and penalties for 3PL and manage them on a day-to-day basis to achieve business goals such as hiring goals, user experience goals, etc. 7.Communicate the elimination of partners who do not meet the requirements. 8.Complete the related work within the department assigned by the manager
1. Designing and executing rider tiering systems and benefits schemes that encourage long-term engagement and operational excellence.设计并执行骑手分层机制和福利体系，激励骑手提升表现、保持长期合作。 2. Developing and leading training programs to upskill riders, improving their performance and service quality.开发并主导培训项目，提升骑手服务能力和运营水平。 3. Collaborating with cross-functional teams to align rider management with customer experience goals.跨部门合作，确保骑手管理策略与用户体验目标一致。 4. Establishing compliance frameworks to ensure all riders meet local labor regulations and platform safety standards.建立合规体系，确保所有骑手符合本地劳动法规与平台安全标准。 5. Managing and improving rider vetting and audit teams, including setting standards and using data to identify risks or irregularities.管理和提升审核团队表现，制定标准并通过数据分析识别风险和异常。 6. Using data-driven insights to continually optimize the rider journey, from onboarding to daily operations.运用数据洞察持续优化骑手从注册到日常运营的全流程。 7. Partnering with legal and policy teams to adapt to evolving regulations and ensure compliance best practices.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.Led the optimization of rider service center experience, established service standards and processes, and improved the experience of rider inquiries and request responses; 2.Responsible for end-to-end follow-up on rider issue feedback and complaints, developed handling solutions to ensure response efficiency and quality 3.Regularly analyze service data (complaint types, resolution timeframes, etc.), provide optimization suggestions, and drive cross-departmental implementation of improvements