骑手支援经理 (Courier Support Manager)

职位描述

1. Team Management and Performance Strategy

Manage and develop the delivery operations support team, translating logistics strategies into structured action plans and milestones. Responsible for setting clear priorities and resource allocation, establishing and monitoring Key Performance Indicators (KPIs), guiding the team in structured problem-solving and decision-making, and ensuring the team consistently achieves its goals.

2. Compliance Governance and Service Quality Control

Fully responsible for end-to-end behavior management and compliance system construction for delivery personnel, including handling violations, grievance management, and quality standard setting. Proactively identify operational risks, monitor delivery service performance, and ensure high compliance and high-quality service delivery from the delivery team.

3. Delivery Personnel Empowerment and Experience Management

Design and implement a full lifecycle management plan for delivery personnel, covering training systems, communication mechanisms, equipment configuration, and engagement enhancement projects. Dedicated to optimizing the delivery personnel's work experience and improving delivery personnel satisfaction, thereby indirectly improving end-user satisfaction.

4. Operational Process Optimization and Product Collaboration

Understand operational pain points and lead continuous improvement (CI) initiatives. Collaborate closely with product and technology teams to drive system function optimization, workflow reshaping, and the implementation of automation tools to improve operational efficiency through technological means.

5. Cross-Departmental Collaboration and Emergency Response

As the representative of the logistics team, establish efficient collaboration mechanisms with cross-functional departments such as customer service, security, and legal. Lead structured responses to delivery-related emergencies and escalation issues, ensuring timely risk reporting and proper resolution.

6. Data-Driven Decision Making

Collaborate with the analytics team to establish a comprehensive data monitoring system. Utilize data insights to analyze the current operational status, accurately pinpoint efficiency bottlenecks and experience shortcomings, ensure that all operational strategies are aligned with business objectives, and achieve refined operational management.

任职要求

1. Bachelor's degree in Business Administration, Logistics, Statistics, Data Analytics, or related disciplines.

2. 4–5 years of experience in logistics, operations, last-mile delivery, or related fields, with 2 years of team management and/or project management experience preferred.

3. Proven ability to translate business objectives into actionable plans, establish and monitor KPIs, and successfully achieve defined performance targets.

4. Strong stakeholder management and cross-functional collaboration skills.

5. Ability to operate effectively in fast-paced and ambiguous environments.

6. Hands-on SQL experience with strong data analysis capability.

7. Proficient in written and spoken Mandarin, Cantonese, and English.