美团Training Coordinator – Incident Safety Operations
任职要求
Proven experience in training delivery, instructional design, or operational enablement Strong understanding of operational workflows, risk handling, or customer safety processes Excellent presentation and interpersonal communication skills Highly organized, proactive, and detail-oriented, with a practical, hands-on approach Ability to manage multiple training cycles across diverse operational teams and shifts Experience with SOP documentation, learning management systems (LMS), or safety-related training is a plus Availability for on-site work in São Paulo and engagement with shift-based teams
工作职责
The Training Coordinator is responsible for leading and managing the training and development program for the Incident Safety Operations team. This includes the design, delivery, and continuous improvement of onboarding, refresher, and simulation training for analysts, specialists, and shift coordinators. Key responsibilities include: Designing and delivering structured training content for new hires and active team members Leading onboarding programs, operational refreshers, and real-time simulation exercises Ensuring training materials are aligned with operational policies, SOPs, tools, and strategic goals Monitoring knowledge gaps and coordinating targeted upskilling and re-training plans Collaborating with QA, Coordinators, and Analysts to collect feedback and continuously improve learning materials Maintaining accurate, up-to-date, and scalable training documentation and resources Tracking and reporting on training participation, learning outcomes, and performance impact The Training Coordinator plays a critical role in enabling operational excellence, ensuring that all team members are well-prepared to respond to incidents with confidence, speed, and consistency.
The Coordinator – Incident Safety Operations is responsible for leading the daily execution of safety-related incident response during their assigned shift. This includes managing operational flow, supervising a multidisciplinary team (analysts and specialists), and ensuring real-time decision-making adheres to internal protocols and quality standards. Key responsibilities include: Coordinating shift-level operations across all business lines (Drivers, Clients, Business Units) Supervising case queues, distributing workload, and ensuring efficient response times Acting as the primary point of escalation for complex or sensitive cases Ensuring complete and accurate documentation of incidents and shift handovers Collaborating with fellow coordinators to ensure operational consistency across shifts Supporting management with insights, reports, and performance data Monitoring SOP compliance and promoting continuous process improvement Partnering with Training, Quality, and Workforce teams to optimize team performance The coordinator is expected to maintain high standards of operational rigor and ensure that safety, service quality, and team accountability are upheld during every shift.
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. Physical Security:• Develop and maintain physical security standards and procedures for all facilities.• Manage access control systems, surveillance technologies (CCTV), detection, and perimeter security.• Coordinate site risk assessments and implement corrective measures.• Oversee security contractors and ensure compliance with service-level agreements. 2. Security Operations Center (SOC):• Lead 24/7 monitoring of incidents, threats, and emergencies affecting personnel, facilities, and operations.• Manage incident reporting, escalation protocols, and real-time response coordination.• Ensure SOC integration with emergency services, crisis response, and business continuity teams.• Maintain incident tracking systems and dashboards with KPIs and performance reports. 3. EHS (Environment, Health & Safety):• Implement EHS programs aligned with local regulations and global standards.• Conduct safety audits, risk assessments, and compliance inspections.• Promote a safety culture through training, awareness campaigns, and best practice sharing.• Lead investigations of EHS-related incidents and ensure timely reporting and corrective actions. 4. Risk Management & Compliance:• Identify and assess security and safety risks across operations.• Ensure adherence to applicable laws, regulations, and industry best practices.• Develop and test emergency response plans, including fire drills, evacuation procedures, and crisis simulations. 5. Stakeholder Engagement & Reporting:• Prepare regular reports and presentations for senior leadership on security performance, incident trends, and risk posture.• Support cross-functional projects requiring security and safety input.