主分类：产品运营
来源 JD 数据（旧分类保留，当前主分类见上方）
{
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"data_type": "ai_product_manager_jobs",
"job": {
"job_title": "Senior Specialist – Business Process Improvement",
"job_level": "高级",AI生成
"work_category": "全职",AI生成
"department": "Keeta",
"location": "利雅得",
"work_mode": "未披露",AI生成
"job_category": "运营类"AI生成
},
"company": {
"company_name": "美团",
"company_industry": "科技零售 / 生活服务",
"company_size": "10000人以上",
"company_website": "meituan.com",
"company_description": "美团通过科技推动服务零售和商品零售的数字化，连接消费者与商户。"
},
"compensation": {
"salary_range": {
"min": "",
"max": "",
"currency": "未披露",
"cycle": "未披露"
},
"benefits": "未披露"
},
"requirements": {
"working_years": 5,
"degree": "Bachelor’s degree in Industrial Engineering",
"language": "Fluency in Chinese and English, written and spoken. Arabic will be a plus.",AI生成
"visa_support": "未披露",
"responsibilities": "Customer journey & process design\n\nMap end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.\n\nIdentify pain points, failure points, and handoff gaps in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support).\n\nDesign the full service journey from AI customer service to manual support, including:\n\nService routing and layering\n\nService risk control\n\nDecision trees, macros, and workflows for frontline teams\n\nEnsure processes are clear, concise, and easy to operate, aligned with Saudi customer habits and local regulations.\n\nOutput service rules and standards that balance the experience of customers, merchants, and riders.\n\nData, insights & continuous improvement\n\nAnalyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc) to identify root causes and prioritize improvements.\n\nUse data to quantify the impact of process issues on:\n\nCX metrics: CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, repeat contact rate etc\n\nFinancial metrics: refund rate, compensation to customers and merchants, cost per order, loss rate etc\n\nRun pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale what works.\n\nCreate dashboards and regular reports for leadership on process performance, savings, and CX impact.\n\nAI-enabled operations\n\nLeverage AI tools (e.g., ChatGPT, Copilot, or equivalent) to:\n\nAnalyze large datasets and customer feedback\n\nDraft and refine SOPs, macros, and communication templates\n\nSupport design of AI-assisted workflows for frontline agents\n\nProactively explore new AI tools and define what AI-driven operations look like in the KSA market.\n\nIntegrate AI into daily workflows to drive tangible efficiency gains without compromising quality or compliance.\n\nStakeholder management & collaboration\n\nPartner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing etc to implement process improvements.\n\nWork closely with BPO partners to:\n\nImplement new processes and service rules\n\nMonitor adoption and performance\n\nProvide training and enablement materials\n\nPresent recommendations and results to senior leadership in a clear, data-driven way.\n\nAccept occasional cross-country travel for workshops, trainings, and alignment sessions as needed.",
"requirements_text": "Required qualifications\n\nBachelor’s degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's is preferrable.\n\n5–8 years of experience in process improvement, service design, operations, or CX in a high-volume, fast moving & tech-enabled environment (food delivery, e-commerce, logistics, marketplace, or similar).\n\nProven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows.\n\nStrong understanding of customer service metrics (CSAT, FCR, AHT, SLA, contact rate etc) and how process changes affect them.\n\nDemonstrated ability to analyze data, quantify financial impact of process issues (refunds, compensations, cost per order etc), and build business cases for improvement.\n\nStrong data analysis and insight generation skills; experience with SQL, BI tools is a strong plus.\n\nExperience working with BPOs or outsourced support teams and driving performance through process and governance.\n\nFluency in Chinese and English, written and spoken. Arabic will be a plus.\n\nProficient in AI tools (e.g., ChatGPT, Copilot, or equivalent); able to integrate AI into daily workflows to drive tangible efficiency gains.",
"skills": [AI生成
"SQL"
],
"preferred_qualifications": "未披露",
"job_highlights": "What success looks like in 12 months\n\nDocumented end-to-end journey maps for key KSA use cases, with associated service rules, SOPs, and decision trees for AI and manual support.\n\nMeasurable improvements in: CSAT, FCR, contact-per-order, refund rate, or c"
},
"contact": {
"recruiter_name": "未披露",
"contact_methods": [
{
"type": "apply_link",
"value": "https://zhaopin.meituan.com/web/position/detail?jobUnionId=4742473727&jobShareType=1"
}
]
},
"posting": {
"posting_id": "4742473727",
"post_date": "",
"hire_time": "未披露",
"update_date": "20260917",
"job_url": "https://zhaopin.meituan.com/web/position/detail?jobUnionId=4742473727&jobShareType=1"
},
"fulltext": "Senior Specialist – Business Process Improvement\nSenior Specialist – Business Process Improvement\n\n基础信息\n工作地点：利雅得\n部门：Keeta\n职位类别：运营类\n职位族群：业务运营\n更新时间：2026-09-03\n\n岗位职责\nCustomer journey & process design\n\nMap end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.\n\nIdentify pain points, failure points, and handoff gaps in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support).\n\nDesign the full service journey from AI customer service to manual support, including:\n\nService routing and layering\n\nService risk control\n\nDecision trees, macros, and workflows for frontline teams\n\nEnsure processes are clear, concise, and easy to operate, aligned with Saudi customer habits and local regulations.\n\nOutput service rules and standards that balance the experience of customers, merchants, and riders.\n\nData, insights & continuous improvement\n\nAnalyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc) to identify root causes and prioritize improvements.\n\nUse data to quantify the impact of process issues on:\n\nCX metrics: CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, repeat contact rate etc\n\nFinancial metrics: refund rate, compensation to customers and merchants, cost per order, loss rate etc\n\nRun pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale what works.\n\nCreate dashboards and regular reports for leadership on process performance, savings, and CX impact.\n\nAI-enabled operations\n\nLeverage AI tools (e.g., ChatGPT, Copilot, or equivalent) to:\n\nAnalyze large datasets and customer feedback\n\nDraft and refine SOPs, macros, and communication templates\n\nSupport design of AI-assisted workflows for frontline agents\n\nProactively explore new AI tools and define what AI-driven operations look like in the KSA market.\n\nIntegrate AI into daily workflows to drive tangible efficiency gains without compromising quality or compliance.\n\nStakeholder management & collaboration\n\nPartner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing etc to implement process improvements.\n\nWork closely with BPO partners to:\n\nImplement new processes and service rules\n\nMonitor adoption and performance\n\nProvide training and enablement materials\n\nPresent recommendations and results to senior leadership in a clear, data-driven way.\n\nAccept occasional cross-country travel for workshops, trainings, and alignment sessions as needed.\n\n岗位基本要求\nRequired qualifications\n\nBachelor’s degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's is preferrable.\n\n5–8 years of experience in process improvement, service design, operations, or CX in a high-volume, fast moving & tech-enabled environment (food delivery, e-commerce, logistics, marketplace, or similar).\n\nProven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows.\n\nStrong understanding of customer service metrics (CSAT, FCR, AHT, SLA, contact rate etc) and how process changes affect them.\n\nDemonstrated ability to analyze data, quantify financial impact of process issues (refunds, compensations, cost per order etc), and build business cases for improvement.\n\nStrong data analysis and insight generation skills; experience with SQL, BI tools is a strong plus.\n\nExperience working with BPOs or outsourced support teams and driving performance through process and governance.\n\nFluency in Chinese and English, written and spoken. Arabic will be a plus.\n\nProficient in AI tools (e.g., ChatGPT, Copilot, or equivalent); able to integrate AI into daily workflows to drive tangible efficiency gains.\n\n岗位亮点\nWhat success looks like in 12 months\n\nDocumented end-to-end journey maps for key KSA use cases, with associated service rules, SOPs, and decision trees for AI and manual support.\n\nMeasurable improvements in: CSAT, FCR, contact-per-order, refund rate, or cost per order, etc, driven by process and AI-enabled changes.\n\nClear reduction in refunds/compensations linked to process improvements, with documented attribution and savings.\n\nEstablished rhythm of process and AI pilots, with a repeatable framework for testing, measuring, and scaling improvements.\n\nStrong working relationships with Operations, Product, BPO, and cross-functional partners, with this role seen as a core enabler of data-driven, AI-enabled CX and cost efficiency.\nCustomer journey & process design\n\nMap end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.\n\nIdentify pain points, failure points, and handoff gaps in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support).\n\nDesign the full service journey from AI customer service to manual support, including:\n\nService routing and layering\n\nService risk control\n\nDecision trees, macros, and workflows for frontline teams\n\nEnsure processes are clear, concise, and easy to operate, aligned with Saudi customer habits and local regulations.\n\nOutput service rules and standards that balance the experience of customers, merchants, and riders.\n\nData, insights & continuous improvement\n\nAnalyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc) to identify root causes and prioritize improvements.\n\nUse data to quantify the impact of process issues on:\n\nCX metrics: CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, repeat contact rate etc\n\nFinancial metrics: refund rate, compensation to customers and merchants, cost per order, loss rate etc\n\nRun pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale what works.\n\nCreate dashboards and regular reports for leadership on process performance, savings, and CX impact.\n\nAI-enabled operations\n\nLeverage AI tools (e.g., ChatGPT, Copilot, or equivalent) to:\n\nAnalyze large datasets and customer feedback\n\nDraft and refine SOPs, macros, and communication templates\n\nSupport design of AI-assisted workflows for frontline agents\n\nProactively explore new AI tools and define what AI-driven operations look like in the KSA market.\n\nIntegrate AI into daily workflows to drive tangible efficiency gains without compromising quality or compliance.\n\nStakeholder management & collaboration\n\nPartner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing etc to implement process improvements.\n\nWork closely with BPO partners to:\n\nImplement new processes and service rules\n\nMonitor adoption and performance\n\nProvide training and enablement materials\n\nPresent recommendations and results to senior leadership in a clear, data-driven way.\n\nAccept occasional cross-country travel for workshops, trainings, and alignment sessions as needed.\nRequired qualifications\n\nBachelor’s degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's is preferrable.\n\n5–8 years of experience in process improvement, service design, operations, or CX in a high-volume, fast moving & tech-enabled environment (food delivery, e-commerce, logistics, marketplace, or similar).\n\nProven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows.\n\nStrong understanding of customer service metrics (CSAT, FCR, AHT, SLA, contact rate etc) and how process changes affect them.\n\nDemonstrated ability to analyze data, quantify financial impact of process issues (refunds, compensations, cost per order etc), and build business cases for improvement.\n\nStrong data analysis and insight generation skills; experience with SQL, BI tools is a strong plus.\n\nExperience working with BPOs or outsourced support teams and driving performance through process and governance.\n\nFluency in Chinese and English, written and spoken. Arabic will be a plus.\n\nProficient in AI tools (e.g., ChatGPT, Copilot, or equivalent); able to integrate AI into daily workflows to drive tangible efficiency gains.",
"standard_classification": {
"std_category_code": "B001",
"std_aux_codes": [],
"std_category_status": null,
"std_taxonomy_version": "20261104"
}
}