美团Rider Service Operations Expert
任职要求
1.Familiar with rider service scenarios, skilled in problem decomposition and complaint handling, with experience in service process construction; 2.Possess data analysis capabilities, able to optimize services through data; 3.Have empathy for the rider community, be able to think from t…
工作职责
1.Led the optimization of rider service center experience, established service standards and processes, and improved the experience of rider inquiries and request responses; 2.Responsible for end-to-end follow-up on rider issue feedback and complaints, developed handling solutions to ensure response efficiency and quality 3.Regularly analyze service data (complaint types, resolution timeframes, etc.), provide optimization suggestions, and drive cross-departmental implementation of improvements
1、Design multi-objective optimization strategies adapting to business phases (e.g., prioritizing fulfillment experience with cost constraints in early stages) to enhance rider efficiency and maintain SLA competitiveness.根据不同业务发展阶段进行多目标优化设计，如初期以履约体验为核心目标、成本为约束条件，持续提升骑手工作效率与保证SLA具备市场竞争力 2、Lead Middle East fulfillment solutions by developing country-specific strategies based on local SLAs, validating through experiments, and scaling successful models across regions.主导中东地区履约解决方案设计，针对不同国家市场环境及SLA需求制定差异化策略，通过实验设计验证方案有效性，关注标准 化能力建设，推动成功模式跨区域推广 3、Manage timeliness metrics including rider assessment systems and load balancing, designing incentive rules to ensure cost-effective, user-perceivable delivery performance.负责时效类指标管理，包括骑手考核体系搭建与负载均衡优化，重点设计时效考核奖惩规则以确保成本约束下时效类指标具备市场竞争力，且用户有感知 4、Optimize rider app interactions by translating complex strategies into actionable guidance, reducing cognitive load through intuitive interfaces.设计骑手端交互展示策略，将复杂策略指令转化为骑手执行的行为指引，通过App界面优化持续降低骑手理解成本与操作门槛
Diagnose and resolve supply-demand imbalances, identify key strategies, validate effectiveness with cross-functional teams, and scale solutions across cities.负责供需失衡场景的问题诊断与拆解，识别可影响的关键策略，联动商分、产研等团队验证策略有效性，并跟进在更多城市的规模复用 Collaborate on cost-effective localized campaign designs, build global efficiency metrics, monitor configurations, and identify underperforming cities.协同产品设计钱效更高且符合各城市运营情况的新活动形式，建设适用于各国的活动效率评价体系，监控各国/城活动配置效率，并定位问题城市提供 Develop systematic surge-order capabilities for merchants/regions, establish quality evaluation frameworks, and optimize experience with minimal scale loss.构建商家及区域维度的系统爆单能力，建设适用于各国的爆单质量评价体系，在最小化规模损失的前提下保障体验最优 Build rider scheduling tools with platform monitoring, design shift strategies for peak hours, and ensure stable delivery performance under timeliness constraints.建设骑手排班可选、平台可监控的产品能力，设计有效排班策略并协同前线落地，对分时段（尤其是压力时段）的体验稳定性负责，以骑手时效指标为约束条件。
1、Conduct market researchon SLA standards and customer perceptions across different countries/cities. Design Keeta's fulfillment contract SLA by combining competitive analysis and customer experience insights.调研各国/城市的市场SLA及及客户感知（类行研，信息采集），通过信息采集与分析，结合竞争态势和客户体验洞察，设计keeta履约合同产品的SLA 2、Deliver city-level research reports covering merchants, users, and riders to support operational strategies for each city.分城输出城市维度的商家、用户和骑手三端调研信息，为城市维度的运营策略提供数据支持 3、Analyze industry tactics and action intentions; produce market insight reports to guide fulfillment strategy design/optimization in the Middle East.分析行业战略打法及行动意图，输出市场洞察报告，指导中东地区履约策略的设计与优化 4、Develop market research SOP and quality control systems. Define data breadth/depth standards to ensure consistent, reliable conclusions.制定市场调研的标准操作流程（SOP）及质量检核体系，明确信息采集的广度、深度标准，确保调研结论一致、可靠
1. Develop clear and practical standards and processes for issue responsibility, including rider service management and rider appeals. Continuously promote online and automated solutions to reduce order and customer losses caused by delivery issues, and improve the accuracy and efficiency of problem handling. 制定科学判责标准及流程规范，包含骑手服务管控、骑手申诉等能力建设，并持续推动线上化、自动化的解决方案落地。一方面，降低因为交付异常导致的订单损失、客户损失的发生概率；一方面，提高异常问题处理的准确度和效率 2. Take responsibility for fulfillment-related service quality indicators, solve or reduce the top incoming issues. Responsible for fulfillment-related service quality metrics, solving or reducing the top incoming issues. Optimize fulfillment service processes, such as designing the return process for undeliverable orders by riders, and moving the handling of delivery disputes among users, merchants, and riders online and towards automation.对履约相关的万服指标负责，解决或降低进线top问题。优化履约服务流程，如骑手无法送达返还流程设计、用户/商家/骑手交付矛盾处理线上化、自动化等 3. Create execution standards, process mechanisms, and product operation tools for experience management. Make sure frontline teams can easily understand and follow them, and reduce CPO (cost per order) by improving service experience.输出体验管控相关的执行标准、流程机制、产品运营工具。确保需前线落地的内容可理解、可执行，通过提升体验的方式来降低CPO 4. Based on cultural differences and common features of service delivery in different countries, set up service standards and rules for riders, merchants, and users. Design suitable solutions and build connections with B-end, C-end, and customer service teams to improve the overall service experience.基于各国文化差异性和服务交付流程的共性，建立骑手/商家/用户服务标准及约束，设计适配方案，与B端C端、客服等部门建立联动机制，改善服务体验 5. Work with internal and external resources to support rider equipment asset management, usage checks, and new equipment development in different countries and regions. Ensure riders can work smoothly and help build a positive brand image for keeta.联动内外部资源，负责支持不同国家和地区的骑手装备资产管理、使用检核、新装备开发。一方面确保骑手正常工作，一方面对keeta的品牌价值产生正向作用