Meituan
Service Experience Manager
MeituanOman17 hours ago
Full-timeBusiness Development, Sales
About Us

Keeta, the international subsidiary of Meituan—the global delivery giant—is on a mission to transform food and consumer product delivery worldwide. With our core belief: "We help people eat better, live better," we're taking innovation to the global stage. Our story began in 2023 in Hong Kong, China, where we became an industry leader in under a year. Building on that momentum, we entered Saudi Arabia in 2024 and soon expanded to over 20 cities. In 2025, we accelerated further, launching in Qatar, Kuwait, and the UAE within a remarkable 40-day span. This was followed by our entry into Brazil, progressing from a pilot in Santos and São Vicente to an official launch in São Paulo, with more destinations ahead.

What You'll Do

  • Make local adjustments based on the standards and processes for judging and handling the responsibility formulated by the headquarters and local market conditions, and ensure effective implementation to the front-line team. Focus on controlling the quality of rider service and handling rider complaints, promote the adoption of online and automated tools locally, and reduce order and customer losses from delivery issues. 2. Be responsible for the implementation of local fulfillment service indicators, focus on solving the top problems of local incoming lines, and optimize related service processes. For example, design a return processing plan for riders who cannot deliver based on local conditions, and make the delivery dispute processing of users, merchants, and riders online and automated. 3. Develop localized SOPs, process mechanisms, and practical guidelines based on HQ standards; train frontline teams to ensure easy understanding and execution, using better service experience to reduce CPO. 4. In combination with local culture and service delivery characteristics, formulate service standards and behavioral constraints for local riders, merchants, and users, design localized solutions, and establish efficient linkage with B-end, C-end, customer service, etc. to continuously improve service experience. 5. Coordinate local resources to manage rider equipment assets, conduct usage inspections, adapt new equipment requirements from HQ to local needs, ensure smooth rider operations, and support Keeta's positive brand building. 6. Manage the local field inspection team, develop and execute inspection plans to ensure rider service, equipment usage, and delivery processes comply with company standards; regularly consolidate inspection results and ensure issue closure to improve overall service quality.

What We Need From You

  • Bachelor degree or above, with the ability to localize the service process, and experience in local implementation of rider management/appeal system is preferred. 2. Highly data-sensitive, able to track and solve problems using local metrics such as NPS, CPO, abnormal loss rate, etc. 3. Experience in localizing complex problems, able to identify and solve core problems in complex scenarios. 4. Good sense of teamwork, with the ability to collaborate efficiently across departments, and avoid duplication of work. 5. Committed to building professional expertise and talent development mechanisms; able to balance standardized processes with flexible innovation.

What Makes This Role Exciting

  • Connect with headquarters and other national teams, accumulate cross-cultural and localized landing experience, and expand international horizons. 2. Deeply participate in the design and implementation of local service processes, directly affect user experience and company brand image, and obtain visible results. 3. Participate in the rapid development of the food delivery business, transform international standards into local practices, and contribute to the development of the food delivery industry.

Key Skills

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