Keeta是全球領先的外賣平臺美團旗下獨立品牌，專注于國際市場的餐飲與商品即時配送服務，致力推進全球市場的創新發展，實踐“幫大家吃得更好，生活更好”的公司使命。
不到一年，Keeta便成為中國香港外賣行業的領跑者。隨后我們快速進入沙特阿拉伯，現已覆蓋20余城。隨著近期成功開拓卡塔爾、科威特和阿聯酋，我們正帶著同樣的速度與創新前往中東更多國家和巴西。
崗位職責
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.
崗位基本需求
1.本科及以上學歷，具備服務流程本地化落地能力，有騎手管理/申訴系統本地實施經驗優先。Bachelor’s degree or above; experience in localizing service processes, with hands-on implementation in rider management or appeal systems preferred.
2.高度數據敏感，能夠使用NPS、CPO、異常損失率等本地指標追蹤并解決問題。Strong data sensitivity; able to use local NPS, CPO, and exception loss rate indicators to trace and solve problems.
3.有復雜問題的本地化解決經驗，能夠在復雜場景中識別并解決核心問題。Proven experience solving complex problems locally, with ability to identify and address key issues in challenging situations.
4.良好的團隊合作意識，具備跨部門高效協作能力，避免重復工作。Strong teamwork spirit and ability to collaborate effectively across departments, avoiding redundant efforts.
5.重視專業能力提升及人才培養，在標準化與靈活創新之間平衡，建設本地團隊的成長機制。Committed to building professional expertise and talent development mechanisms; able to balance standardized processes with flexible innovation.
崗位亮點
1.與總部及其他國家團隊對接，積累跨文化、本地化落地經驗，拓展國際視野。Connect with global HQ and international teams, gaining cross-cultural, localized execution experience and broadening global perspective.
2.深入參與本地服務流程設計與落地，直接影響用戶體驗和公司品牌形象，獲得看得見的成果。Directly engage in local service design and execution, impacting user experience and brand image with visible results.
3.參與高速發展的外賣業務，將國際標準轉化為本地實踐，為外賣行業的發展貢獻力量。Join a high-growth food delivery business, translating international standards into local practices, and contributing to industry evolution