美团招聘Head of Service Experience

部门介绍：
Keeta, the international subsidiary of Meituan—the global delivery giant—is on a mission to revolutionize food and consumer product delivery worldwide. With our core belief: "We help people eat better, live better," we're taking innovation to the global stage!
岗位职责：
1. Develop clear and practical standards and processes for issue responsibility, including rider service management and rider appeals. Continuously promote online and automated solutions to reduce order and customer losses caused by delivery issues, and improve the accuracy and efficiency of problem handling. 制定科学判责标准及流程规范，包含骑手服务管控、骑手申诉等能力建设，并持续推动线上化、自动化的解决方案落地。一方面，降低因为交付异常导致的订单损失、客户损失的发生概率；一方面，提高异常问题处理的准确度和效率

2. Take responsibility for fulfillment-related service quality indicators, solve or reduce the top incoming issues. Responsible for fulfillment-related service quality metrics, solving or reducing the top incoming issues. Optimize fulfillment service processes, such as designing the return process for undeliverable orders by riders, and moving the handling of delivery disputes among users, merchants, and riders online and towards automation.对履约相关的万服指标负责，解决或降低进线top问题。优化履约服务流程，如骑手无法送达返还流程设计、用户/商家/骑手交付矛盾处理线上化、自动化等

3. Create execution standards, process mechanisms, and product operation tools for experience management. Make sure frontline teams can easily understand and follow them, and reduce CPO (cost per order) by improving service experience.输出体验管控相关的执行标准、流程机制、产品运营工具。确保需前线落地的内容可理解、可执行，通过提升体验的方式来降低CPO

4. Based on cultural differences and common features of service delivery in different countries, set up service standards and rules for riders, merchants, and users. Design suitable solutions and build connections with B-end, C-end, and customer service teams to improve the overall service experience.基于各国文化差异性和服务交付流程的共性，建立骑手/商家/用户服务标准及约束，设计适配方案，与B端C端、客服等部门建立联动机制，改善服务体验

5. Work with internal and external resources to support rider equipment asset management, usage checks, and new equipment development in different countries and regions. Ensure riders can work smoothly and help build a positive brand image for keeta.联动内外部资源，负责支持不同国家和地区的骑手装备资产管理、使用检核、新装备开发。一方面确保骑手正常工作，一方面对keeta的品牌价值产生正向作用
任职要求：
1. Bachelor’s degree or above, experience in designing and standardizing service processes, with hands-on experience in online rider management or appeal system projects.本科及以上学历，具备服务流程设计与标准化建设能力，有骑手管理/申诉系统等线上化项目落地经验

2. Strong data sensitivity, able to use indicators like NPS, CPO, and exception loss rate to trace and solve problems.数据敏感度高，能通过NPS/CPO/异常损失率等指标建立问题溯源机制

3. Experience in solving complex problems, able to identify and address key issues in challenging situations.具备解决复杂问题的经验，在复杂场景中定位问题，识别解决问题的关键要素

4. Good at teamwork and internal collaboration, focused on working together instead of duplicating efforts.具备协同意识，关注内部协同而非重复造轮子

5. Keep building expertise: Always improve professional skills, balance standard processes with flexible ideas, and pay attention to building a good system for talent development.持续不懈的夯实专业纵深，兼顾工作流的标准化建设和灵活性创新，重视人才培养的机制建设
岗位亮点：
1. Compete with global players: Broaden your international business perspective and gain practical, hands-on experience.与全球竞争者同台竞技：拓宽你的国际商业视野，积累实战经验。

2. Collaborate with colleagues from 26 nationalities: Experience diverse cultures and entrepreneurial spirit in a truly international environment.与来自26个国家的同事合作：在真正国际化的环境中体验多元文化与创业精神。

3. Be part of a high-growth business: Help shape the future of food delivery, contributing to an industry that’s rapidly evolving.加入高速发展的业务：参与塑造外卖行业的未来，为这一快速演变的行业做出贡献。