logo of meituan

美团骑手培训专家/Rider Training

社招全职3年以上Keeta地点:科威特城状态:招聘

任职要求


1. 本科及以上学历,培训、物流管理或相关专业优先;

2. 3年以上外卖/快递/物流行业培训或运营经验,其中至少1年外卖骑手管理经验,具有当地经验者优先;

3. 熟悉骑手运营全流程,了解行业合规及安全标准;

4. 擅长培训需求调研、课程设计、视频等多媒体开发;

5. 数据敏感度高,能运用分析工具进行KPI分析与可视化;

6. 优秀的表达与演讲能力,善于调动课堂氛围;

7. 较强的跨部门沟通及项目推进能力,积极主动;

8. 英语/阿拉伯语/印地语能力良好,能够支持国际化团队协作。

1. Bachelor's degree or higher, preferably in Training, Logistics Management, or a related discipline.

2. Minimum of 3 years' training or operations experience in food delivery, express delivery, or logistics; at least 1 year managing delivery riders. Local market experience is a plus.

3. Deep understanding of end-to-end rider operations, compliance requirements, and safety standards.

4. Expertise in training-needs analysis, curriculum design, and multimedia development

5. High data sensitivity, proficient in analytical tools for KPI analysis and data visualization.

6. Exceptional verbal communication and presentation skills, with the ability to energize and engage a classroom.

7. Strong cross-departmental communication, project-management skills, resilience under pressure, and a proactive mindset.

8. Good command of English/Arabic/Hindi to support collaboration with international teams.

具备以下条件优先
多年培训经验,可以独自设计并组织骑手培训全流程,会印地语优先
Years of training experience, able to independently design and organize the entire process of rider training, with priority given to proficiency in Hindi.

工作职责


1. 以骑手入职培训通过率、客户投诉率、客户满意度、骑手服务准时率为目标导向来设计与优化骑手培训体系。包含制定入职培训、常规培训及复训的整体规划与节奏;明确每个培训模块的目标、内容、形式及评估方式;结合外卖行业最佳实践,持续迭代培训大纲。

2. 定期开展骑手培训,宣导规则更新或者骑手日常行为准则,管理骑手装备等服务资产,确保日常运营,同时维护Keeta品牌形象

3. 组织实施培训落地计划,包含编制培训计划,包含培训课表、讲师安排、场地及线上工具;统筹线上线下培训班型、实操模拟等环节设计;确保培训内容丰富且可执行。

4. 培训内容开发与管理包含:应用操作(骑手APP功能演示、接单流程、异常反馈),合规要求:身份审核、车辆及安全证件、红线行为界定;服务体验:沟通话术、着装礼仪、礼貌用语、服务SOP、客户取餐准时率;安全与履约:交通安全、食品保护;奖惩机制:通过率与骑手考核挂钩、违规处罚流程、激励奖励方案。

5. 设计考核测试,包含闭卷/线上测验、模拟演练、实操观察;汇总培训反馈、课堂评分、运营数据,形成月度/季度分析报告,推动改进。

6. 跨部门协作与推进,与履约体验运营、3PL管理、客服等团队紧密协作,快速响应业务需求,推进各地培训落地;培养内部培训师团队(Rider Trainer/Patroller),提升培训覆盖能力。

1. Design and optimize the rider training system with key metrics-driven goals—new hire training pass rate, customer complaint rate, customer satisfaction, and rider on-time service rate. Develop overall plans and pacing for onboarding training, regular training, and refresher courses. Define objectives, content, delivery formats, and evaluation methods for each training module.

2. Regularly conduct rider training, promote rule updates or daily behavior guidelines for riders, manage rider equipment and other service assets, ensure daily operations, and maintain Keeta brand image

3. Organize and implement training roll-out plans. Prepare detailed training schedules, assign instructors, secure venues, and set up online tools. Coordinate design of online and offline class formats, hands-on simulations, and other learning activities. Training contents include Application operations, Compliance requirements, Service experience, Safety and fulfillment, and Reward and penalty mechanisms.

4. Design assessments and evaluations. Create closed-book and online quizzes, simulation drills, and practical observation checklists. Collect training feedback, class ratings, and operational performance data. Produce monthly and quarterly analysis reports to identify gaps and drive continuous improvement.

5. Drive cross-functional collaboration and training expansion. Partner closely with fulfillment-experience operations, 3PL management, and customer-service teams to respond rapidly to business needs. Manage regional roll-out of training programs. Cultivate and certify an internal trainer (Rider Trainers/Patrollers) to scale training coverage.

6. Cross-departmental collaboration and promotion, close cooperation with teams such as experience operation, 3PL management, customer service, etc., to quickly respond to business needs and promote the implementation of training in various regions; Develop an internal team of trainers (Rider Trainer/Patroller) to enhance training coverage.
包括英文材料
学历+
Express+
相关职位

logo of meituan
社招3年以上Keeta

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.

更新于 2025-10-09
logo of meituan
社招5年以上Keeta

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.

更新于 2025-07-23
logo of meituan
社招3年以上Keeta

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.

更新于 2025-09-18
logo of meituan
社招3年以上Keeta

1. 体验指标与问题治理:对配送体验指标负责,全流程监测履约环节负面体验问题(如订单延误、取消等),构建体系化分析拆解能力,深挖痛点并推动闭环解决 。 2. 骑手考核管控体系:搭建骑手考核与管控体系,涵盖分层运营、奖惩机制等,针对不同运力类型制定差异化考核方案,保障履约服务质量 。 3. 正向运营机制建设:推进正向运营机制,完善骑手培训与激励体系,提升履约表现、降低违规率,增强骑手服务积极性与稳定性 。 4. 判责申诉流程优化:优化骑手判责与申诉全链路流程,借产品能力建设、智能识别模型等,提升责任判定的准确性与公平性,确保管控透明合理 。 5. 跨部门协同:协同产品、运营、客服等团队,从全局视角提升整体履约服务水平 。

更新于 2025-10-08