美团Senior Specialist – Business Process Improvement

工作描述

Qualifications
Required qualifications

Bachelor’s degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's is preferrable.

5–8 years of experience in process improvement, service design, operations, or CX in a high-volume, fast moving & tech-enabled environment (food delivery, e-commerce, logistics, marketplace, or similar).

Proven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows.

Strong understanding of customer service metrics (CSAT, FCR, AHT, SLA, contact rate etc) and how process changes affect them.

Demonstrated ability to analyze data, quantify financial impact of process issues (refunds, compensations, cost per order etc), and build business cases for improvement.

Strong data analysis and insight generation skills; experience with SQL, BI tools is a strong plus.

Experience working with BPOs or outsourced support teams and driving performance through process and governance.

Fluency in Chinese and English, written and spoken. Arabic will be a plus.

Proficient in AI tools (e.g., ChatGPT, Copilot, or equivalent); able to integrate AI into daily workflows to drive tangible efficiency gains.

具备以下条件优先
Preferred qualifications

Lean Six Sigma (Green Belt / Black Belt) or similar process-improvement certificat…