Keeta是全球领先的外卖平台美团旗下独立品牌，专注于国际市场的餐饮与商品即时配送服务，致力推进全球市场的创新发展，实践“帮大家吃得更好，生活更好”的公司使命。仅用一年时间，Keeta已成为香港市场的行业领导者。随着我们持续向沙特阿拉伯扩张，Keeta创下了17天内在5座城市上线的惊人成绩，让阿拉伯世界见证中国速度！Keeta为您提供激动人心的机会，加入这场正在重塑配送与零售未来的变革之旅。加入Keeta，探索世界。
岗位职责
1. Make local adjustments based on the standards and processes for judging and handling the responsibility formulated by the headquarters and local market conditions, and ensure effective implementation in the front-line team. Focus on controlling the quality of rider service and handling rider complaints, promote the adoption of online and automated tools locally, and reduce order and customer losses from delivery issues.
2. Be responsible for the implementation of local fulfillment service indicators, focus on solving the top problems of local incoming lines, and optimize related service processes. For example, design a return processing plan for riders who cannot deliver based on local conditions, and make the delivery dispute processing of users, merchants, and riders online and automated.
3. Develop localized SOPs, process mechanisms, and practical guidelines based on HQ standards; train frontline teams to ensure easy understanding and execution, using better service experience to reduce CPO.
4. In combination with local culture and service delivery characteristics, formulate service standards and behavioral constraints for local riders, merchants, and users, design localized solutions, and establish efficient linkage with B-end, C-end, customer service, etc. to continuously improve service experience.
5. Coordinate local resources to manage rider equipment assets, conduct usage inspections, adapt new equipment requirements from HQ to local needs, ensure smooth rider operations, and support keeta's positive brand building. 6. Manage the local field inspection team, develop and execute inspection plans to ensure rider service, equipment usage, and delivery processes comply with company standards; regularly consolidate inspection results and ensure issue closure to improve overall service quality.
岗位基本需求
1.本科及以上学历，具备服务流程本地化落地能力，有骑手管理/申诉系统本地实施经验优先。Bachelor’s degree or above; experience in localizing service processes, with hands-on implementation in rider management or appeal systems preferred.
2.高度数据敏感，能够使用NPS、CPO、异常损失率等本地指标追踪并解决问题。Strong data sensitivity; able to use local NPS, CPO, and exception loss rate indicators to trace and solve problems.
3.有复杂问题的本地化解决经验，能够在复杂场景中识别并解决核心问题。Proven experience solving complex problems locally, with ability to identify and address key issues in challenging situations.
4.良好的团队合作意识，具备跨部门高效协作能力，避免重复工作。Strong teamwork spirit and ability to collaborate effectively across departments, avoiding redundant efforts.
5.重视专业能力提升及人才培养，在标准化与灵活创新之间平衡，建设本地团队的成长机制。Committed to building professional expertise and talent development mechanisms; able to balance standardized processes with flexible innovation.
岗位亮点
1.与总部及其他国家团队对接，积累跨文化、本地化落地经验，拓展国际视野。Connect with global HQ and international teams, gaining cross-cultural, localized execution experience and broadening global perspective.
2.深入参与本地服务流程设计与落地，直接影响用户体验和公司品牌形象，获得看得见的成果。Directly engage in local service design and execution, impacting user experience and brand image with visible results.
3.参与高速发展的外卖业务，将国际标准转化为本地实践，为外卖行业的发展贡献力量。Join a high-growth food delivery business, translating international standards into local practices, and contributing to industry evolution