اختصاصي عمليات تجربة العملاء

Responsibilities

1. Build experience dashboards based on governance strategies, conduct root cause analysis and drill-down on anomalous data, and produce analysis reports.
2. Responsible for handling customer complaints and disputes related to offline service attitude.
3. Establish a monitoring mechanism for store operation rates and manage out-of-stock rate governance.
4. Monitor the merchant-fault cancellation rate, and promptly communicate with frontline colleagues to resolve abnormal cancellation rate issues.

Requirements

1. Bachelor's degree or above, with 2+ years of experience in operations within e-commerce platforms, instant retail, or food delivery sectors.
2. Prior experience in experience dashboard development or data monitoring is preferred.
3. Solid SQL skills with the ability to independently perform data queries, multi-table joins, and metric calculations; proficient in data visualization tools for building monitoring dashboards.
4. Strong data sensitivity and drill-down diagnostic skills, with the ability to track anomalous data, decompose root causes, and produce analysis reports that drive operational decisions.
5. Experience in offline service dispute resolution, familiar with customer complaint handling processes, with the ability to independently handle service attitude-related complaints and drive closed-loop resolution.
6. Strong cross-functional collaboration and communication skills, with the ability to work efficiently with frontline teams to resolve anomalies in cancellation rate, out-of-stock rate, and other issues.
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.