招聘城市：圣保罗
部门介绍：
Keeta是全球领先的外卖平台美团旗下独立品牌，专注于国际市场的餐饮与商品即时配送服务，致力推进全球市场的创新发展，实践“帮大家吃得更好，生活更好”的公司使命。
不到一年，Keeta便成为中国香港外卖行业的领跑者。随后我们快速进入沙特阿拉伯，现已覆盖20余城。随着近期成功开拓卡塔尔、科威特和阿联酋，我们正带着同样的速度与创新前往中东更多国家和巴西。
岗位职责：
1.Outsourced Team Management & Performance Monitoring
Responsible for managing and coordinating with multiple outsourced service providers (BPOs), including daily communication, task execution, progress tracking, and business alignment.
Define and implement KPIs/SLAs, conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets.
Monitor performance across different sites, identify operational risks…
招聘城市：利雅得
…Manage vendor relationships with BPO partners
12. Lead continuous improvement initiatives for service delivery
*The task responsibility and allocation is subject to change based on business needs
任职要求：
1. Bachelor's degree in Business Administration, Customer Service Management, or related field
2. 5+ years of experience in customer service management, preferably in a multi-channel environment
3. Proven track record of managing both in-house and outsourced customer service teams
4. Strong understanding of customer service technologies and best practices as per COPC
5. Excellent leadership and communication skills
6. Experience with performance management and data analysis, with the ability to report & interpret data trends
7. Knowledge of service level agreements and key performance indicators
8. Ability to work in a fast-paced, dynamic environment
9. Proficiency in customer service software and CRM systems
10 Strong problem-solving and decision-making skills
11. Experience in budget management and resource…
招聘城市：圣保罗
…并持续向世界迈进。
岗位职责：
Build and run training programs for operations/BPO teams — SOPs, safety policies, calibration sessions, and knowledge tests
Write, translate, and version policy documents and taxonomies (incident classification, severity matrices, inclusion/exclusion rules)
Run day-to-day incident handling: ticket queues, SLAs, escalation paths, root cause analysis
Design and improve incident management systems and escalation frameworks
Design QA scoring, calibration, and error categorization; track KPIs (pass rate, AHT, overturn rates)
Lead improvement projects with measurable uplift; use data to drive decisions
Set quality standards for AI/SIR agent outputs; run structured audits and feed results back into model improvement
Connect Policy & Safety with Risk, Operations, Anti-Fraud, Investigations, Insurance/Litigation, and Law Enforcement
Produce cross-team SOPs and adapt internal policy for external partners and BPO vendors
任职要求：
4+ years in safety operations, risk, compliance, or BPO management
Experience building training programs, calibration…
