美团(meituan)招聘Head of Experience Delivery Management
招聘职位：
Head of Experience Delivery Management 搜索同类职位
部门介绍：
Keeta是全球领先外卖平台美团旗下的独立品牌，肩负着“帮大家吃得更好，生活更好”的使命。依托美团深耕中国市场15年的技术与运营积淀，我们正引领全球餐饮与商品即时配送服务的创新与发展。
自2023年成立以来，Keeta始终扎根社区并创造价值。我们为用户提供可靠的外卖体验，以智慧技术助餐厅提升经营效率，在为骑手拓宽收入来源的同时，也充分提供安全保障措施。基于这份多方共赢、共同成长的理念，我们的业务已从中国香港稳步拓展至中东及巴西，并持续向世界迈进。
岗位职责：
Key Responsibilities
1. Build Scalable Experience Capabilities
Own the development of standardized, product-driven service capabilities
Drive automation, digitalization, and tool optimization to:
- Reduce handling cost and improve efficiency
- Shorten resolution time and simplify workflows
- Ensure consistent experience across regions
2. Drive Data-Based Decisions and Continuous Improvement
Establish a strong data analysis framework to:
- Identify root causes of service issues and operational gaps
- Prioritize high-impact problems and improvement areas
- Continuously track performance and drive iterative optimization
Ensure all decisions are grounded in data and focused on measurable outcomes
3. Deliver High-Impact Service Solutions
Translate business goals into practical, executable service solutions.
- Define clear KPIs (cost, efficiency, experience)
- Drive implementation with strong follow-through
- Ensure results are visible, measurable, and scalable
4. Cross-Functional Execution & Collaboration
Lead complex, cross-team projects across Product, CE Operations, and CE Regional teams
- Align stakeholders on priorities and targets
- Allocate resources effectively and manage trade-offs
- Proactively identify risks and ensure on-time delivery
Act as the owner of execution, ensuring initiatives are delivered with speed and quality
任职要求：
Requirements
Bachelor’s degree or above
10+ years of experience in product operations, strategy, or service operations
Strong analytical skills (SQL preferred) with a focus on problem-solving and root cause analysis
Proven ability to drive execution in complex, fast-paced environments
Strong ownership, resilience, and ability to work under pressure
Fluent in English; additional language or international experience is a plus
岗位亮点：
Role Overview
As Head of Experience Delivery Management, you will be fully accountable for the global customer service experience and its continuous evolution. You are expected to build scalable capabilities, drive efficiency at scale, and deliver measurable experience outcomes.
This role requires a leader who can combine strategy, product thinking, and strong execution to transform customer service into a standardized, data-driven, and highly efficient system that supports rapid business growth.
What Success Looks Like
Service experience is standardized, scalable, and consistently improving
Cost and efficiency metrics show clear, sustained optimization
Key service problems are systematically identified and resolved at root cause
Product and service capabilities are deeply integrated to drive long-term leverage
Keeta是全球领先外卖平台美团旗下的独立品牌，肩负着“帮大家吃得更好，生活更好”的使命。依托美团深耕中国市场15年的技术与运营积淀，我们正引领全球餐饮与商品即时配送服务的创新与发展。
自2023年成立以来，Keeta始终扎根社区并创造价值。我们为用户提供可靠的外卖体验，以智慧技术助餐厅提升经营效率，在为骑手拓宽收入来源的同时，也充分提供安全保障措施。基于这份多方共赢、共同成长的理念，我们的业务已从中国香港稳步拓展至中东及巴西，并持续向世界迈进。
岗位职责：
Key Responsibilities
1. Build Scalable Experience Capabilities
Own the development of standardized, product-driven service capabilities
Drive automation, digitalization, and tool optimization to:
- Reduce handling cost and improve efficiency
- Shorten resolution time and simplify workflows
- Ensure consistent experience across regions
2. Drive Data-Based Decisions and Continuous Improvement
Establish a strong data analysis framework to:
- Identify root causes of service issues and operational gaps
- Prioritize high-impact problems and improvement areas
- Continuously track performance and drive iterative optimization
Ensure all decisions are grounded in data and focused on measurable outcomes
3. Deliver High-Impact Service Solutions
Translate business goals into practical, executable service solutions.
- Define clear KPIs (cost, efficiency, experience)
- Drive implementation with strong follow-through
- Ensure results are visible, measurable, and scalable
4. Cross-Functional Execution & Collaboration
Lead complex, cross-team projects across Product, CE Operations, and CE Regional teams
- Align stakeholders on priorities and targets
- Allocate resources effectively and manage trade-offs
- Proactively identify risks and ensure on-time delivery
Act as the owner of execution, ensuring initiatives are delivered with speed and quality
任职要求：
Requirements
Bachelor’s degree or above
10+ years of experience in product operations, strategy, or service operations
Strong analytical skills (SQL preferred) with a focus on problem-solving and root cause analysis
Proven ability to drive execution in complex, fast-paced environments
Strong ownership, resilience, and ability to work under pressure
Fluent in English; additional language or international experience is a plus
岗位亮点：
Role Overview
As Head of Experience Delivery Management, you will be fully accountable for the global customer service experience and its continuous evolution. You are expected to build scalable capabilities, drive efficiency at scale, and deliver measurable experience outcomes.
This role requires a leader who can combine strategy, product thinking, and strong execution to transform customer service into a standardized, data-driven, and highly efficient system that supports rapid business growth.
What Success Looks Like
Service experience is standardized, scalable, and consistently improving
Cost and efficiency metrics show clear, sustained optimization
Key service problems are systematically identified and resolved at root cause
Product and service capabilities are deeply integrated to drive long-term leverage
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