Rider Experience Expert

Responsibility:

1）Own the abnormal delivery process for riders. Design operational solutions for various exceptions during rider deliveries, improving customer NPS.

2）Own rider safety. Design rider safety intervention plans, insurance policies, and accident handling procedures to reduce rider safety incident rates and improve the rider experience in insurance claims.

3）Address negative user feedback caused by delivery reason. Categorize and build a metrics framework for negative user feedback, analyze root causes, and design rider governance solutions while driving frontline implementation.

4）Support strategy implementation through related operational activities, including rider surveys, frontline interactions, information alignment, and training.

Requirements:

1) Experience 5+ years of experience in internet platform operations, strategy analysis, or logistics/delivery industry. Preference for candidates with experience in O2O, on-demand delivery, e-commerce logistics, ride-hailing platforms, or similar strategy operations/fleet management roles.

2) Core Competencies

·Data-Driven: Excellent data analysis skills and sensitivity. Proficient in SQL and other tools to identify issues and validate strategies through data.

·Logical & Systems Thinking: Clear logical reasoning and systematic thinking ability. Able to deconstruct complex business problems and design actionable solutions.

·Project Management & Collaboration: Outstanding cross-functional communication and coordination skills. Able to effectively mobilize resources across product, engineering, marketing, and other teams to ensure project goals are achieved.

·Ownership & Resilience: Accountable for business outcomes with strong self-motivation and the ability to solve problems in a fast-paced, ambiguous environment.

*Keeta Brazil is committed to building a diverse and inclusive workplace. We welcome and encourage applications from people with disabilities (PwD). If you require any accommodations during the recruitment process, please let us know - we are here to support you.