Job description

The Customer Service Manager of Business Process Innovation at Keeta, the international subsidiary of Meituan focused on food and consumer product delivery, is responsible for designing and optimizing customer service operations across the takeaway industry, covering user side, merchant side, and rider side. The role involves outputting service rules to ensure balanced experiences across all stakeholders, designing end-to-end service journeys from AI customer service to manual customer service, including service routing, service layering, service risk control, and overall service operations. The position requires designing takeaway journeys and service scenarios aligned with Saudi customers’ habits, producing applicable service processes, solutions, and communication tactics. The role focuses on frontline customer service center process design to ensure clarity, conciseness, and operational ease, while optimizing workflows to improve customer service resolution. The manager will analyze service data and customer voices, identify user pain points, and provide feedback for business improvement to reduce problem occurrence. The role involves managing complex business operations and leading a large multi-regional agent workforce across multiple Middle East locations, collaborating across business functions, participating in formulation and optimization of business strategies, and supporting cross-national and cross-cultural operations. The role requires knowledge of takeaway industry service rules, experience in service process design, full service journey customer experience management, strong data analysis, problem insight, cross-country collaboration, Middle East market experience, and ability to use Arabic and English as working languages.