Experience Operation

职位描述

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 disput

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 fram