美团(meituan)招聘Senior Specialist – Business Process Improvement
招聘职位：
Senior Specialist – Business Process Improvement 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：
Customer journey & process design
Map end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.
Identify pain points, failure points, and handoff gaps in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support).
Design the full service journey from AI customer service to manual support, including:
Service routing and layering
Service risk control
Decision trees, macros, and workflows for frontline teams
Ensure processes are clear, concise, and easy to operate, aligned with Saudi customer habits and local regulations.
Output service rules and standards that balance the experience of customers, merchants, and riders.
Data, insights & continuous improvement
Analyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc) to identify root causes and prioritize improvements.
Use data to quantify the impact of process issues on:
CX metrics: CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, repeat contact rate etc
Financial metrics: refund rate, compensation to customers and merchants, cost per order, loss rate etc
Run pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale what works.
Create dashboards and regular reports for leadership on process performance, savings, and CX impact.
AI-enabled operations
Leverage AI tools (e.g., ChatGPT, Copilot, or equivalent) to:
Analyze large datasets and customer feedback
Draft and refine SOPs, macros, and communication templates
Support design of AI-assisted workflows for frontline agents
Proactively explore new AI tools and define what AI-driven operations look like in the KSA market.
Integrate AI into daily workflows to drive tangible efficiency gains without compromising quality or compliance.
Stakeholder management & collaboration
Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing etc to implement process improvements.
Work closely with BPO partners to:
Implement new processes and service rules
Monitor adoption and performance
Provide training and enablement materials
Present recommendations and results to senior leadership in a clear, data-driven way.
Accept occasional cross-country travel for workshops, trainings, and alignment sessions as needed.
任职要求：
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.
岗位亮点：
What success looks like in 12 months
Documented end-to-end journey maps for key KSA use cases, with associated service rules, SOPs, and decision trees for AI and manual support.
Measurable improvements in: CSAT, FCR, contact-per-order, refund rate, or cost per order, etc, driven by process and AI-enabled changes.
Clear reduction in refunds/compensations linked to process improvements, with documented attribution and savings.
Established rhythm of process and AI pilots, with a repeatable framework for testing, measuring, and scaling improvements.
Strong working relationships with Operations, Product, BPO, and cross-functional partners, with this role seen as a core enabler of data-driven, AI-enabled CX and cost efficiency.
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：
Customer journey & process design
Map end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.
Identify pain points, failure points, and handoff gaps in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support).
Design the full service journey from AI customer service to manual support, including:
Service routing and layering
Service risk control
Decision trees, macros, and workflows for frontline teams
Ensure processes are clear, concise, and easy to operate, aligned with Saudi customer habits and local regulations.
Output service rules and standards that balance the experience of customers, merchants, and riders.
Data, insights & continuous improvement
Analyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc) to identify root causes and prioritize improvements.
Use data to quantify the impact of process issues on:
CX metrics: CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, repeat contact rate etc
Financial metrics: refund rate, compensation to customers and merchants, cost per order, loss rate etc
Run pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale what works.
Create dashboards and regular reports for leadership on process performance, savings, and CX impact.
AI-enabled operations
Leverage AI tools (e.g., ChatGPT, Copilot, or equivalent) to:
Analyze large datasets and customer feedback
Draft and refine SOPs, macros, and communication templates
Support design of AI-assisted workflows for frontline agents
Proactively explore new AI tools and define what AI-driven operations look like in the KSA market.
Integrate AI into daily workflows to drive tangible efficiency gains without compromising quality or compliance.
Stakeholder management & collaboration
Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing etc to implement process improvements.
Work closely with BPO partners to:
Implement new processes and service rules
Monitor adoption and performance
Provide training and enablement materials
Present recommendations and results to senior leadership in a clear, data-driven way.
Accept occasional cross-country travel for workshops, trainings, and alignment sessions as needed.
任职要求：
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.
岗位亮点：
What success looks like in 12 months
Documented end-to-end journey maps for key KSA use cases, with associated service rules, SOPs, and decision trees for AI and manual support.
Measurable improvements in: CSAT, FCR, contact-per-order, refund rate, or cost per order, etc, driven by process and AI-enabled changes.
Clear reduction in refunds/compensations linked to process improvements, with documented attribution and savings.
Established rhythm of process and AI pilots, with a repeatable framework for testing, measuring, and scaling improvements.
Strong working relationships with Operations, Product, BPO, and cross-functional partners, with this role seen as a core enabler of data-driven, AI-enabled CX and cost efficiency.
免责声明：
此信息由美团官网 (查看来源)审核并发布，我们转载该信息，仅出于传递更多就业招聘资讯、促进大学生及广大求职者就业之目的。该招聘职位信息的真实性、准确性、时效性及合法性均由原始发布方“美团官网”负责。我们作为信息转载平台，不构成求职建议，不涉及任何职业中介服务，不对其内容承担任何形式的保证责任。请用户在使用转载信息时保持审慎，自行判断并承担相应风险，求职请认准企业官方渠道！