Rider and Operations Specialist

Rider Performance and Operations Specialist

business Keeta

work full-time

A week ago

• 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.
• 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.
• 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.
• 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.
• Cross-Functional Collaboration:
  
  Collaborate with product, operations, and customer service teams to enhance the overall fulfillment experience from a holistic perspective.

• Bachelor's degree; 3+ years of training experience (logistics/O2O rider training preferred).
• Strong cross-team collaboration and communication skills.
• Fluent in English (Arabic a plus).
• Basic data analysis skills.