عمليات تجربة العملاء

Responsibilities

1. Across the full lifecycle from order acceptance to delivery to post-sales returns and compensation, identify core metrics at each stage, categorized into order-tracked and non-order-tracked types.
2. Order-tracked metrics include out-of-stock rate, order cancellation rate, and search out-of-zone rate.
3. Non-order-tracked metrics include picker fraud, offline service disputes, and others.
4. Strategy outputs for scenarios including large orders, picking, checkout, reverse logistics, out-of-stock, and abnormal ATA (estimated time of arrival).

Requirements

1. Bachelor's degree or above, with 3+ years of experience in experience operations within e-commerce platforms, instant retail, or food delivery sectors.
2. Prior experience in platform-level experience governance or service quality management system development is preferred.
3. Familiarity with end-to-end order operations processes, with the ability to build core metric frameworks, identify key stages, and define order-tracked and non-order-tracked metrics covering out-of-stock rate, cancellation rate, picker fraud, service disputes, etc.
4. Excellent analytical and problem-solving skills with the ability to interpret complex data, identify root causes based on core metrics, and translate findings into actionable strategy recommendations.
5. Familiarity with core business scenarios including large orders, picking, checkout, and reverse logistics, with experience in cross-stage strategy development and process optimization.
6. Strong cross-functional collaboration skills, with the ability to drive product, tech, and operations teams to jointly resolve experience issues and establish actionable governance mechanisms.
7. Strong English language proficiency as a working language.

Highlights

1. Join us to construct the overseas Grocery business from zero to one, and sail toward the boundless prospects of our business future together.