Experience Operation

体验治理指标制定：接单到送达再到售后退赔的全链路，识别环节核心指标，分为跟单和非跟单两类：跟单包含缺货率、订单取消率、搜索超区率，以及非跟单picker作弊，线下服务纠纷等 Experience governance metrics development: 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. Order-tracked metrics include out-of-stock rate, order cancellation rate, and search out-of-zone rate. Non-order-tracked metrics include picker fraud, offline service disputes, and others. 核心场景及环节策略输出：大订单、拣货、结账、逆向流程、缺货、异常ATA等场景下策略输出 Core scenario and stage strategy output: Strategy outputs for scenarios including large orders, picking, checkout, reverse logistics, out-of-stock, and abnormal ATA (estimated time of arrival). 【任职要求】 本科及以上学历，3年以上电商平台、即时零售或外卖行业体验运营经验，有平台级体验治理或服务质量管理体系搭建经验者优先 Bachelor's degree or above, with 3+ years of experience in experience operations within e-commerce platforms, instant retail, or food delivery sectors; prior experience in platform-level experience governance or service quality management system development is preferred 熟悉订单全链路运营流程，具备核心指标体系搭建能力，能够独立识别关键环节并定义跟单与非跟单类指标，涵盖缺货率、取消率、picker作弊、服务纠纷等 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. 具备出色的分析与问题解决能力，能够解读复杂数据，基于核心指标定位问题根因并输出策略建议 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 熟悉大订单、拣货、结账、逆向流程等核心业务场景，具备跨环节策略输出与流程优化经验 Familiarity with core business scenarios including large orders, picking, checkout, and reverse logistics, with experience in cross-stage strategy development and process optimization 具备跨部门协作能力，能够推动产品、技术、运营等团队联合解决体验问题，并形成可落地的治理机制；英语可作为工作语言熟练使用 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; strong English language proficiency as a working language