美团骑手关怀/Rider Care Strategy Management

任职要求

1. 有3年以上客户服务/社群运营/培训/公关相关工作经验；有在外卖、快递、物流、出行等领域工作经验加分；熟悉本地文化和骑手群体结构，在多元文化下工作

2. 出色的项目设计能力和活动组织及执行能力，尤其是在人员分层、福利体系和培训方面，可以设计并执行大型活动

3. 出色的沟通能力和协调能力，能与骑手有效沟通，语言清晰、耐心，精通英语的情况下，阿拉伯语和印地语必备其中之一

4. 具备合规与安全意识，了解交通法规、平台合规要求，能向骑手传达并督促执行

5. 具备出色的团队协作及应变能力，能与运营、客服、法务、合规、市场团队配合解决问题，同时面对突发状况能快速决策并采取措施。能够换位思考，在理解骑手群体的压力和诉求的同时对骑手体验和平台声誉有强烈的责任感

1. More than 3 years of work experience in customer service/community operation/training/public relations; Having work experience in areas such as food delivery, express delivery, logistics, and transportation will earn extra points; Familiar with local culture and rider community structure with strong cultural diversity.

2. Excellent project design ability and activity organization and execution ability, especially in personnel stratification, welfare system, and training, capable of designing and executing large-scale events.

3. Excellent communication and coordination skills, able to effectively communicate with riders, clear and patient language, proficient in English, and one of the essential skills in Arabic and Hindi.

4. Have compliance and safety awareness, understand traffic regulations and platform compliance requirements, and be able to communicate and supervise the execution of riders.

5. Having excellent teamwork and adaptability, able to collaborate with operations, customer service, legal, compliance, and marketing teams to solve problems, and able to make quick decisions and take measures in the face of unexpected situations. Being able to empathize with the pressure and demands of the rider community, while also having a strong sense of responsibility for the rider experience and platform image.

具备以下条件优先
有过线上活动运营，运营社交媒体账号经历优先，了解当地合规要求优先
Experience in online event operation and social media account management is preferred, and understanding local compliance requirements is preferred.

工作职责

1. 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. 设计和执行骑手关怀活动，推动骑手激励计划，通过积极反馈和认可，提高骑手的归属感与忠诚度，定期对关怀行动进行复盘，衡量收益

3. 协助处理骑手投诉、突发事件（如交通事故、用户冲突），提供心理安抚与资源对接。监控舆情，避免骑手负面声音在社交平台发酵，提前介入解决

4. 作为骑手和平台的“桥梁，定期与骑手保持沟通，倾听诉求，建立信任感，提升品牌声誉

5. 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

6. 定期分析骑手流失原因、满意度调查结果，输出报告与改进建议。跟踪骑手绩效和活跃度，识别潜在流失群体，提前做干预

1. Design and implement a rider stratification mechanism and welfare system to motivate riders to improve their performance and maintain long-term cooperation.

2. Design and execute rider care activities, promote rider incentive programs, enhance rider sense of belonging and loyalty through positive feedback and recognition, regularly review care actions, and measure benefits.

3. Assist in handling rider complaints and emergencies (such as traffic accidents and user conflicts), provide psychological comfort and resource coordination. Monitor public opinion to prevent negative voices from riders from fermenting on social platforms, and intervene in advance to resolve the issue.

4. As a bridge between riders and platforms, regularly communicate with riders, listen to their demands, establish trust, and enhance brand image.

5. 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.

6. Regularly analyze the reasons for rider turnover, satisfaction survey results, and output reports and improvement suggestions. Track rider performance and activity, identify potential churn groups, and intervene in advance.