Experience Operation Specialist

职位描述

体验看板搭建及监控：根据策略搭建体验看板，并对异常数据进行原因分析及下钻，输出分析报告

Experience dashboard setup and monitoring: Build experience dashboards based on governance strategies, conduct root cause analysis and drill-down on anomalous data, and produce analysis reports.

线下服务案例纠纷处理：负责线下服务态度类客诉纠纷处理

Offline service dispute resolution: Responsible for handling customer complaints and disputes related to offline service attitude.

商家营业保障：建立营业率盯盘机制，缺货率治理Merchant operations assurance: Establish a monitoring mechanism for store operation rates and manage out-of-stock rate governance.

商责取消率管控：监控商责取消率，及时跟前线同事沟通解决取消率异常问题

Merchant liability cancellation rate control: Monitor the merchant-fault cancellation rate, and promptly communicate with frontline colleagues to resolve abnormal cancellation rate issues.

任职要求

本科及以上学历，2年以上电商平台、即时零售或外卖行业运营经验，有体验看板搭建或数据监控相关经验者优先 Bachelor's degree or above, with 2+ years of experience in operations within e-commerce platforms, instant retail, or food delivery sectors; prior experience in experience dashboard development or data monitoring is preferred

具备扎实的SQL能力，能够独立完成数据查询、多表关联及指标计算，熟练使用数据可视化工具搭建监控看板 Solid SQL skills with the ability to independently perform data queries, multi-table joins, and metric calculations; proficient in data visualization tools for building monitoring dashboards

具备较强的数据敏感度与下钻诊断能力，能够追踪异常数据并分解根因，输出分析报告驱动运营决策 Strong data sensitivity and drill-down diagnostic skills, with the ability to track anomalous data, decompose root causes, and produce analysis reports that drive operational decisions

具备线下服务纠纷处理经验，熟悉客诉处理流程，能够独立应对服务态度类投诉并推动闭环解决 Experience in offline service dispute resolution, familiar with customer complaint handling processes, with the ability to independently handle service attitude-related complaints and drive closed-loop resolution

具备跨部门协作与沟通能力，能够与前线团队高效协同解决取消率、缺货率等异常问题；英语可作为工作语言熟练使用 Strong cross-functional collaboration and communication skills, with the ability to work efficiently with frontline teams to resolve anomalies in cancellation rate, out-of-stock rate, and other issues; strong English language proficiency as a working language