美团履约服务流程/体验管理专家

任职要求

1. 本科及以上学历，工商管理、物流管理、服务/用户体验设计等相关专业优先

2. 3年以上外卖配送或同类即时物流行业数据分析、服务体验或客诉运营经验、零售配送运营经验

3. 具有服务流程设计与优化能力，具备完整SOP设计的过往经验

4. 善于洞察用户痛点与运营痛点，具备清晰的业务逻辑思维与制定改善策略的能力，数据敏感度高，能运办公工具进行问题场景原因分析与关键指标监测

5. 优秀的跨部门协作与项目管理推进能力，能驱动商家、履约运营与培训团队协同达成目标

6. 善于洞察用户痛点与运营痛点，具备清晰的业务逻辑思维与制定改善策略的能力

7. 加分项：熟悉本地市场配送法规与市场特点，对骑手运营全流程具备深入了解

1. Bachelor's degree or above, with priority given to majors in Business Administration, Logistics Management, Service/User Experience Design, or related fields.

2. More than 3 years of experience in data analysis, service experience, customer complaint operation, and retail distribution operation in the food delivery or similar instant logistics industry.

3. Ability to design and optimize service processes, with past experience in designing complete SOPs.

4. Skilled in identifying user pain points and operational pain points, possessi…

工作职责

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.