美团Senior Specialist of Business Process Innovation (AI-Driven)

1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.

As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard. 【Quality Management】 Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements Analyze DSAT and complaint data to identify trends and drive process optimization Lead calibration sessions to ensure consistent quality standards across all teams 【Training & Development】 Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement Establish and manage the training certification process, ensuring only certified agents go live 【Team Leadership & Collaboration】 Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sites Identify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores Champion a culture of quality, accountability, and continuous improvement within the customer service function

• Drive the development of detailed merchandising strategies, briefs and plans for campaigns and promotions in partnership with worldwide DE&M team, commercial teams, Marketing teams and other partners. • Collaborate with worldwide and regional cross-functional teams for launches to ensure local relevance in merchandising, including navigation, content, curation, and performance optimization. • Generate reports and analyze the performance of the store to extract actionable insights, and translate them into clear recommendations and plans. • Work cross-functionally to understand the customer journey and implement strategies that enhance the digital shopping experience on the platform store. • Regular meetings with peers in AMR and Europe during overlapping business hours.

Why We Are Hiring To strengthen our European tax function, we are looking for a Senior Tax Operations Specialist (Europe) who can independently manage key tax processes, provide expert insights on complex tax matters, and support multiple European entities. This role offers strong visibility, cross-border collaboration, and the opportunity to help shape tax processes within a fast-growing European organization. Key Responsibilities Your responsibilities will include, but are not limited to: 1) Tax Compliance & Review (Europe) · Independently oversee, review, and coordinate local tax filings across multiple European jurisdictions. · Ensure timely, accurate, and compliant VAT and corporate tax submissions, with a focus on Germany, Austria, and preferably Poland. · Contribute to the standardization and continuous improvement of tax compliance processes across the region. 2) Transfer Pricing & Intercompany Transactions · Prepare, review, and maintain Transfer Pricing Documentation (TPD) in line with OECD and local requirements. · Manage intercompany transactions to ensure full compliance with transfer pricing policies and tax regulations. · Review and monitor intercompany agreements, ensuring alignment with business operations and local legal requirements. 3) Tax Metrics, Profitability & Business Support · Monitor and analyze key tax metrics, including ROS and ETR, to ensure compliance with internal and external requirements. · Identify opportunities to improve tax efficiency while appropriately managing tax risks. · Provide professional tax support to business and finance teams on cross-border tax questions. 4) Risk Management & Tax Audits · Identify, assess, and manage tax risks across multiple jurisdictions. · Lead and support tax audits and inspections, including preparation of documentation, data, and analysis. · Support the development and enhancement of internal tax control frameworks. 5) Projects & Process Optimization · Lead and support tax-related projects, including new business initiatives, system enhancements, and process standardization. · Contribute to the development and implementation of digital tax tools and automation. · Provide tax input for regional strategic initiatives and cross-functional projects. 6) Cross-functional Collaboration & Stakeholder Management · Collaborate closely with Finance, Accounting, Legal, and operational teams across Europe on tax matters. · Align with the EU HQ Tax Team to ensure consistent application of tax policies and practices. · Act as a knowledgeable point of contact for internal and external stakeholders, including tax advisors and authorities.