美团骑手表现管控/Rider Performance Management
任职要求
1. 3年以上外卖或即时配送行业现场督导、运营管理经验，有当地市场经验 2. 熟悉本地劳动法，具备合规管理或执行经验 3. 熟悉骑手全流程运营、服务SOP及当地合规与安全法规 4. 有骑手管理策略经验者优先，了解骑手日常工作及常见违规场景 5. 具备优秀的数据分析和项目管理能力，能独立完成抽检数据分析与可视化，并产出报告 6. 卓越的跨部门沟通、现场协调与执行力，能快速响应并解决一线运营问题。英语流利，具备阿拉伯语和印地语沟通能力者优先 1. Minimum of 3 years' patroller management or rider operations management experience in food-delivery or instant-delivery industries, nice to have local experience. 2. Familiarity with local labor laws and experience working with or managing compliance efforts. 3. Familiar with the entire process of rider operation, service SOP, and local compliance and safety regulations. 4. Prior experience in rider management strategy is strongly preferred, and understanding the daily work …
工作职责
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、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、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. 你可以参与到活动、经规、商城等核心平台的规划和建设，有机会参与到即时配送行业的突破性项目。 2. 你负责的领域中有很多业务、技术大牛，你既可以在技术方案的产出中找到技术的成就感，又可以从大牛们身上学习到很多行业经验。 3. 这里有复杂的骑手流量场景，也有复杂的业务运营场景，你可以通过技术手段不断提升业务效能，实现业务技术双赢。
1.参与滴滴国际化外卖商家、骑手、订单等数据域的离线、实时数据集市和实时数据的开发工作； 2.参与滴滴国际化外卖离线、实时相关数据规划、设计以及落地； 3.参与风控实时数据计算和服务的性能优化与运维，为业务提供稳定的服务；