Rider Experience Expert

Keeta; São Paulo; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Keeta Brazil is seeking an experienced operations professional to own the abnormal delivery processes for riders, design safety interventions, and address negative feedback to drive governance and frontline execution.

You will work across product, engineering, marketing, and logistics, analyzing data with SQL to build metrics and implement scalable solutions that improve the rider experience and delivery performance.

Qualificações

• 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.

Responsabilidades

• Own the abnormal delivery process for riders and design operational solutions to improve customer NPS.
• Own rider safety through intervention plans, insurance policies, and accident handling procedures to reduce incident rates.
• Address negative user feedback by categorizing issues, building a metrics framework, and driving frontline governance.
• Support strategy implementation through rider surveys, frontline interactions, information alignment, and training.

Conhecimentos

Data-Driven

Logical thinking

Project Management

Ownership

Ferramentas

SQL

Descrição da oferta de emprego

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.

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.