美团策略与流程运营 strategy and process operation
任职要求
1.具备优秀的流程优化与策略思维能力，逻辑清晰，善于通过调研或数据分析发现问题并提出可落地的解决方案。
2.拥有较强的跨部门沟通与项目管理能力，能够从目标设定到执行落地实现完整闭环管理。
3.结果导向与目标感强，具备探索精神和自我驱动力，能在压力下保持高效表现。
4.熟悉服务满意度调研与设计方法，具备结果分析、评估及持续优化的经验。
5.具备良好的中英文听说读写能力，能够支持跨国团队协作。
6.具备一定的产品运营能力，能结合业务实际提出产品与流程优化方案，提升整体运营效能。
1.Possess excellent process optimization and strategic thinking abilities, with clear logic and the capability to identify problems and propose practical solutions through research or data analysis.
2.Strong cross-functional communication and project management skills, able to achieve complete closed-loop management from goal setting to execution.
3.Highly…工作职责
1.流程策略制定与优化：负责业务关键流程的整体设计、策略规划与持续优化，确保流程高效、规范、可控，并与公司和业务战略保持一致。 2.全链路运营管理：从商户信息采集、审核、上线到后续运营支持，设计并管理全流程及各模块，保障业务顺畅衔接。 3.多视角流程改进：基于商户、一线运营、BD销售等不同角色的需求，持续优化工作流程与执行标准，推动方案落地及迭代升级。 4.数据与客户洞察：通过客户声音及数据分析，识别流程痛点与风险点，协同跨部门团队从源头解决问题。 5.策略驱动改进：结合业务发展阶段与目标，主动识别流程瓶颈，制定可执行的优化策略，并推动项目落地。 6.标准化与知识沉淀：建立并维护流程操作标准，为一线运营制定易懂的操作指引及合格标准，确保高效执行与合规。 7.成果复盘与迭代：定期总结流程与策略优化成果，形成标准化文档与知识库，支持业务规模化发展。 1.Process Strategy Formulation and Optimization: Responsible for the overall design, strategic planning, and continuous optimization of key business processes, ensuring efficiency, standardization, and controllability, while aligning with company and business strategies. 2.End-to-End Operations Management: Design and manage the entire process and its modules, from merchant information collection, review, onboarding to ongoing operational support, ensuring smooth business transitions. 3.Multi-perspective Process Improvement: Continuously optimize workflows and execution standards based on the needs of merchants, frontline operations, BD sales, and other stakeholders, driving implementation and iterative upgrades. 4.Data and Customer Insights: Identify process pain points and risks through customer feedback and data analysis, and collaborate with cross-functional teams to address issues at the source. 5.Strategy-driven Improvement: Proactively identify process bottlenecks according to business development stages and objectives, formulate actionable optimization strategies, and drive project implementation. 6.Standardization and Knowledge Accumulation: Establish and maintain process operation standards, create user-friendly operational guidelines and qualification criteria for frontline teams, ensuring efficient execution and compliance. 7.Results Review and Iteration: Regularly summarize process and strategy optimization outcomes, develop standardized documentation and knowledge bases, and support business scalability.
职责一：负责所在区域市场分析与策略制定：深入调研目标区域的租车市场动态、竞争对手情况及客户需求，制定针对性的市占提升策略（如定价优化、渠道拓展、营销活动策划等），推动业务增长。职责二：负责供应链项目管理：负责区域内供应链相关项目的全流程跟进，制定项目计划，协调内部团队与外部供应商资源，确保项目按节点落地。职责三：负责常规日常运营：包括但不限于1、运营数据监控：通过SQL工具提取并分析区域内业务运营数据，识别运营问题并提出改进措施；2、流程优化：梳理区域运营流程，发现效率瓶颈并推动流程优化，提升整体运营效率；3、跨部门协作：与平台、商务、产品等部门协同解决日常运营中的问题，确保业务顺畅运转。1. Lead market analysis and strategy in the assigned region: conduct comprehensive research on the car rental market, competitive landscape, and customer needs within the target area. Formulate strategies to boost market share through pricing optimization, channel expansion, and marketing initiatives to drive business growth.2. Manage supply chain projects: oversee the complete lifecycle of supply chain-related projects in the region. Develop project plans, coordinate with internal teams and external suppliers, and ensure timely project execution.3. Oversee daily operations: responsibilities include, but are not limited to:i. Data monitoring: utilize SQL tools to extract and analyze regional business operations data, identify issues, and recommend improvements.ii. Process optimization: evaluate regional operational processes, identify efficiency bottlenecks, and implement process enhancements to improve overall efficiency.iii. Cross-Department collaboration: Collaborate with platform team, business development team, and product team to address daily operational challenges and ensure seamless business operations.
职责一：负责所在区域市场分析与策略制定：深入调研目标区域的租车市场动态、竞争对手情况及客户需求，制定针对性的市占提升策略（如定价优化、渠道拓展、营销活动策划等），推动业务增长。职责二：负责供应链项目管理：负责区域内供应链相关项目的全流程跟进，制定项目计划，协调内部团队与外部供应商资源，确保项目按节点落地。职责三：负责常规日常运营：包括但不限于1、运营数据监控：通过SQL工具提取并分析区域内业务运营数据，识别运营问题并提出改进措施；2、流程优化：梳理区域运营流程，发现效率瓶颈并推动流程优化，提升整体运营效率；3、跨部门协作：与平台、商务、产品等部门协同解决日常运营中的问题，确保业务顺畅运转。1. Lead market analysis and strategy in the assigned region: conduct comprehensive research on the car rental market, competitive landscape, and customer needs within the target area. Formulate strategies to boost market share through pricing optimization, channel expansion, and marketing initiatives to drive business growth.2. Manage supply chain projects: oversee the complete lifecycle of supply chain-related projects in the region. Develop project plans, coordinate with internal teams and external suppliers, and ensure timely project execution.3. Oversee daily operations: responsibilities include, but are not limited to:i. Data monitoring: utilize SQL tools to extract and analyze regional business operations data, identify issues, and recommend improvements.ii. Process optimization: evaluate regional operational processes, identify efficiency bottlenecks, and implement process enhancements to improve overall efficiency.iii. Cross-Department collaboration: Collaborate with platform team, business development team, and product team to address daily operational challenges and ensure seamless business operations.
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.
1.业务对接：作为业务团队与服务团队之间的主要联系人，确保目标对齐并促进高效沟通，并对服务团队的交付成果负责。 2.资源协调： 1）协调跨团队资源，解决项目集执行中的问题与障碍。 2）协调服务团队资源（如质检、培训、交付和流程管理），确保运营顺畅。 3）推动服务职能的流程优化和标准化，提升整体效率与效果。 3.项目集管理： 1）制定并执行项目集计划，确保各项目目标与业务战略一致。 2）管理项目集预算、资源分配和优先级，确保资源高效利用。 3）监控项目集进展，识别风险并制定应对策略，确保项目集目标达成。 1.Business Alignment:Act as the primary liaison between the business team and service teams, ensuring goal alignment and facilitating efficient communication, while taking responsibility for the delivery outcomes of the service teams. 2.Resource Coordination: 1）Coordinate cross-team resources to resolve issues and obstacles during program execution. 2）Allocate resources within the service teams (e.g., quality assurance, training, delivery, and process management) to ensure smooth operations. 3）Drive process optimization and standardization across service functions to enhance overall efficiency and effectiveness. 3.Program Management: 1）Develop and execute program plans, ensuring alignment of project goals with business strategy. 2）Manage program budgets, resource allocation, and priorities to ensure efficient resource utilization. 3）Monitor program progress, identify risks, and develop mitigation strategies to ensure the achievement of program objectives.