Keeta
Service Experience Professional
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 08/05/2026
Job overview
Date posted
24/03/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
Salary only
Experience
5 - 10 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
08/05/2026
Job description
The role of Service Experience Professional at Keeta, the international subsidiary of Meituan, operates within the food delivery and consumer product delivery technology sector, focusing on enhancing delivery fulfillment processes and service experience across operations in Riyadh, Saudi Arabia. The position requires conducting in-depth data analysis on delivery fulfillment processes and service experiences to identify trends, anomalies, and deficiencies, leveraging data analysis tools and methodologies. The professional is responsible for proactively identifying operational challenges and designing intervention strategies, including penalty systems and real-time corrective measures, to maintain service standards and reduce risks. A critical component involves deeply understanding the appeal review process and delivering fair, timely, and evidence-based optimization solutions, while promoting AI automation to streamline workflows. The role requires collaboration with cross-functional teams such as product, operations, and logistics to design and launch scalable solutions that enhance user experience and improve operational efficiency. Additionally, the position emphasizes monitoring best practices and emerging trends within the delivery and logistics industry to continuously improve processes and elevate service quality. The role is embedded within a fast-growing multinational environment, contributing to large-scale transformation in delivery services across the Middle East, with a mission centered on improving consumer experience, restaurant operations, and courier partner safety and earnings.
Required skills
Key responsibilities
- Conduct comprehensive data analysis on delivery fulfillment processes and service experience by systematically collecting, interpreting, and evaluating operational data using data analysis tools to identify trends, anomalies, inefficiencies, and deficiencies impacting delivery performance, customer satisfaction, courier efficiency, and restaurant operations while ensuring accuracy and consistency of analytical outputs
- Identify operational challenges proactively through deep analytical insights and translate findings into actionable intervention strategies, including designing and implementing penalty systems, enforcing service standards, and deploying real-time corrective measures to mitigate risks, improve compliance, and maintain consistent service quality across all delivery operations
- Analyze, manage, and continuously improve the appeal review process by ensuring all cases are handled fairly, objectively, and based on evidence, while developing and implementing data-driven optimization solutions and integrating AI automation to enhance efficiency, scalability, processing speed, and accuracy in appeal handling workflows
- Collaborate extensively with cross-functional teams including product, operations, and logistics to design, develop, test, and launch scalable solutions that address operational gaps, improve delivery fulfillment processes, enhance user experience, and drive measurable improvements in operational efficiency and platform performance
- Monitor delivery operations and service performance continuously by applying industry benchmarking techniques and evaluating emerging trends within the food delivery and logistics sector to identify opportunities for process optimization, innovation, and service quality enhancement aligned with global best practices
- Design and refine operational frameworks and service standards by incorporating insights from data analysis, appeal reviews, and industry trends to ensure alignment with organizational goals, customer expectations, and platform scalability requirements across multiple markets
- Support the implementation of AI automation initiatives within operational processes by identifying automation opportunities, contributing to system design improvements, and ensuring seamless integration of automated solutions into existing workflows for enhanced operational efficiency
- Drive continuous improvement initiatives by evaluating the effectiveness of implemented strategies, measuring performance outcomes, and iterating on solutions to ensure sustained enhancements in delivery fulfillment processes, service experience, and risk management practices
Experience & skills
- Possess a minimum of 5 years of industry operations experience with demonstrated hands-on expertise in managing delivery operations, service experience optimization, and utilizing data analysis tools to extract actionable insights from complex operational datasets
- Demonstrate strong proficiency in data analysis, including the ability to perform trend analysis, anomaly detection, and performance evaluation across delivery fulfillment processes, with a clear understanding of how data-driven insights influence operational decision-making and service quality improvements
- Exhibit advanced capability in problem identification and root cause analysis, along with proven experience in designing and implementing innovative solutions such as intervention strategies, penalty systems, and real-time corrective measures to address operational challenges and reduce risks
- Show in-depth understanding and practical experience with appeal review processes, including the ability to evaluate cases objectively, develop evidence-based optimization solutions, and contribute to the integration and advancement of AI automation within operational workflows
- Demonstrate experience working in cross-functional environments, collaborating with product, operations, and logistics teams to design scalable solutions, improve system functionality, and enhance overall user experience and operational efficiency within a delivery or logistics context
- Maintain up-to-date knowledge of industry best practices and emerging trends in food delivery, logistics, and service operations, with the ability to apply benchmarking techniques and continuously improve processes to achieve high standards of service quality and operational excellence
- Be able to work on-site in Riyadh, Saudi Arabia, with full commitment to in-person operational requirements and willingness to relocate if necessary to support business needs and regional expansion objectives
- Exhibit fluency in English language for effective communication within a multinational environment, with additional proficiency in Arabic or Urdu considered advantageous for engaging with regional stakeholders and supporting localized operations