Rider Service Experience Manager

Job Description

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.

Job Requirement

1. Bachelor’s degree or above; experience in localizing service processes, with hands-on implementation in rider management or appeal systems preferred.

2. Strong data sensitivity; able to use local NPS, CPO, and exception loss rate indicators to trace and solve problems.

3. Proven experience solving complex problems locally, with the ability to identify and address key issues in challenging situations.

4. Strong teamwork spirit and ability to collaborate effectively across departments, avoiding redundant efforts.

5. Committed to building professional expertise and talent development mechanisms; able to balance standardized processes with flexible innovation.