Delivery/Logistics Operations - Mandarin Speaking

About HungryPanda

Founded in 2017, HungryPanda is currently the largest overseas Asian food delivery platform. Starting in Nottingham, U.K., HungryPanda has expanded to more than 80 cities in 10 countries: the U.K., France, Italy, the U.S., Canada, Australia, New Zealand, Japan, South Korea and Singapore. Currently, HungryPanda works with over 80,000 riders, 100,000 merchants and serves over 6 million users worldwide.

配送运营专员 (Delivery Operations Specialist)

主要目标：

支持配送团队的日常运营，优化配送流程，提升配送效率，确保客户满意度。

具体职责：

【团队支持】

• 协助配送员的招募、培训及软件使用指导，确保团队高效运作；
• 监控配送过程，协助处理司机遇到的问题，确保配送任务顺利完成；
• 确保地区运力充足，协助应对突发情况，保障配送服务的稳定性。

【沟通与协调】

• 与司机保持有效沟通，及时传达公司政策、配送要求及激励方案；
• 与市场部、业务发展部等部门协作，支持提升客户满意度的策略执行。

【应急处理支持】

• 协助处理突发紧急情况，确保问题得到及时解决。

【数据分析与优化】

• 通过系统后台数据分析，协助优化配送策略，提升团队工作效率；
• 跟踪配送效率、配送成本、履约率、骑手物料覆盖率等关键指标，并提出改进建议。

任职要求：

• 【沟通与协调能力】具备良好的沟通协调能力，能够与司机、内部团队及外部合作伙伴有效沟通。
• 【应变能力】具备较强的应变能力，能够快速应对突发情况并协助解决问题。
• 【语言能力】中英文流利，能够熟练使用中英文进行书面和口头沟通。
• 【抗压能力】能够承受工作压力，具备高度的责任感和敬业精神。
• 【通勤要求】能够接受在纽约三个办公地点（布鲁克林、曼哈顿、皇后）轮流通勤的工作安排。

Main Objective:

Support the daily operations of the delivery team, optimize delivery processes, improve delivery efficiency, and ensure customer satisfaction.

Key Responsibilities:

Team Support

• Assist in the recruitment, training, and software guidance of delivery personnel to ensure efficient team operations.
• Monitor the delivery process, assist in resolving issues faced by drivers, and ensure the successful completion of delivery tasks.
• Ensure sufficient regional delivery capacity, assist in responding to emergencies, and maintain the stability of delivery services.

Communication & Coordination

• Maintain effective communication with drivers, promptly convey company policies, delivery requirements, and incentive schemes.
• Collaborate with the Marketing and Business Development departments to support the execution of strategies aimed at increasing customer satisfaction.

Emergency Handling Support

• Assist in handling emergencies to ensure timely resolution of issues.

Data Analysis & Optimization

• Use backend system data analysis to assist in optimizing delivery strategies and improving team efficiency.
• Track key metrics such as delivery efficiency, delivery costs, fulfillment rate, and rider material coverage, and propose improvement suggestions.

Qualifications:

• Communication & Coordination Skills. Possess good communication and coordination skills, able to effectively communicate with drivers, internal teams, and external partners.
• Adaptability. Have strong adaptability, able to quickly respond to emergencies and assist in problem-solving.
• Language Proficiency. Fluent in both Chinese and English, able to communicate effectively in both written and spoken forms.
• Stress Tolerance. Able to withstand work pressure, possess a high sense of responsibility and professionalism.
• Commuting Requirements. Able to commute to NY office (Brooklyn, Manhattan, Queens) on a rotating basis.