Rider Experience Operations Specialist
3 days ago
Responsibilities
1.Experience Metrics and Issue Governance
Take ownership of delivery experience metrics; monitor negative experience issues across the fulfillment process (e.g., order delays, cancellations, etc.).
Build systematic analytical frameworks to identify and decompose root causes, deeply explore pain points, and drive end-to-end resolution.
2.Rider Evaluation and Control System
Establish a comprehensive rider assessment and management system, including layered operations and reward–penalty mechanisms.
Develop differentiated evaluation schemes for various capacity types to ensure fulfillment quality and service consistency.
3.Positive Operations Mechanism
Promote a positive rider operations mechanism by improving training and incentive systems.
Enhance fulfillment performance, reduce violations, and strengthen riders' motivation, engagement, and retention.
4.Accountability and Appeal Process Optimization
Optimize the full-chain rider accountability and appeal process.
Leverage product capabilities and intelligent identification models to improve the accuracy and fairness of responsibility determination, ensuring transparent and reasonable management.
5.Cross-Functional Collaboration
Collaborate with product, operations, and customer service teams to enhance the overall fulfillment experience from a holistic perspective.
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