美团配送服务管控运营专家

任职要求

1、本科及以上学历，3年及以上大型互联网公司相关工作经验，有考核策略制定、体验治理工作经验优先；
2、逻辑清晰，对数据敏感，具备良好的数据洞察力和分析处理能力，具备SQL能力优先；
3、具备一定项目管理能力，以及跨团队协作能力，能高效协同多个部门协同工作；
4、英语作为工作语言；
5、可接受外派工作；

1.Education & Experience: Bachelor’s degree or above, with 3+ years of relevant experience in large-scale internet companies. Prior experience in assessment strategy design or user experience management is a strong plus.

2.Data Proficiency: Strong logical thinking with high data sensitivity; capable of deriving insights through data analysis. Proficiency in SQL is preferred.

3.Project & Collaboration Skills: Demonstrated ability in project management and cross-functional collaboration; able to coordinate across multiple teams efficiently to achieve business goals.

4.Language Skills: English is used as a working language; strong written and verbal communication skills are required.

5.Mobility: Open to business travel or relocation assignments; adaptable to different working environments.

具备以下条件优先
English is used as a working language

工作职责

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.