Job description
亮点 / Highlights:
- Manage complex business operations, leading a large multi-regional agent workforce across multiple locations in the Middle East.
- Rich opportunities for business collaboration, focus on experience, and deeply participate in the formulation and optimization of business strategies.
- A good organizational atmosphere, easy collaboration, rich opportunities for cross national and cross-cultural learning and exchange.
- Full AI toolkit at your fingertips — you won't just use AI; you'll define what AI-driven operations look like in your market.
- Pioneer AI-enhanced workflows with cutting-edge tools, shaping the future of your function.
岗位职责 / Duties: 1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
任职要求 / Requirements:
- Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
- Experienced in service process design, and have insignt in full service journey customer experience management
- Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
- have a sense of service, able to think customer-centered.
- Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
- Have experience in the Middle East market, Arabic and English can be used as working languages.
- Proficient in AI tools (e.g., ChatGPT, Copilot, or equivalent); able to integrate AI into daily workflows to drive tangible efficiency gains.
- Proactively explores new AI tools; strong AI learning