Delivery Operations Specialist

About HungryPanda

Founded in Nottingham, U.K. in 2017, HungryPanda is a global food delivery platform focused on Asian cuisine and products. We now operate in more than 80 cities across 10 countries, partnering with over 80,000 riders and 100,000 merchants to serve more than 6 million users worldwide.

About the Role

HungryPanda is looking for a Delivery Operations Associate to improve delivery performance through data analysis and direct execution. The role focuses on reducing delivery costs, improving order fulfillment and delivery efficiency, maintaining a positive customer experience, and reducing delivery incidents and the proportion of orders requiring customer compensation.

You will resolve daily courier issues, carry out retention and reactivation initiatives, and develop, execute, and review operational improvement plans. This is an individual contributor role for someone who enjoys investigating problems, implementing solutions, and following through on results.

Key Responsibilities

Delivery Performance and Strategy Execution

• Monitor delivery costs, fulfillment rates, delivery times, order exceptions, and compensation rates to identify performance gaps and improvement opportunities.
• Develop and directly implement practical strategies to improve cost, efficiency, and service quality. Track results against objectives and adjust plans based on findings.
• Investigate delayed, canceled, unsuccessful, and other abnormal deliveries. Resolve immediate issues and address recurring causes to improve reliability and reduce related compensation.

Courier Retention and Issue Resolution

• Resolve day-to-day courier issues through effective communication, practical assistance, and timely follow-up.
• Execute courier retention and reactivation initiatives, identify reasons for inactivity, and track return to delivery activity and continued engagement.
• Implement courier incentive initiatives and review their effects on courier activity, retention, delivery performance, and costs.

Data Analysis and AI Tools

• Use Excel and SQL to independently extract, clean, validate, and analyze operational data, identify underlying causes, and turn findings into actionable improvements.
• Prepare performance summaries and document the results of operational initiatives to support regular reviews and ongoing process improvement.
• Use AI tools and AI agents to assist with SQL, analysis, reporting, and routine work. Check outputs for accuracy and apply business judgment before using them.

Collaboration and Incident Response

• Work with colleagues across departments to investigate and resolve operational issues, share relevant findings, and communicate support needs clearly.
• Respond promptly to unexpected operational issues, prioritize actions, and seek appropriate support when needed to maintain stable delivery services.

Required Qualifications

• Practical Excel skills and basic SQL proficiency, with the ability to independently retrieve, organize, clean, and analyze data.
• Strong logical thinking and problem-solving skills, including the ability to identify underlying causes and turn findings into clear actions.
• Strong execution and follow-through, with the ability to organize work, implement solutions, and review outcomes.
• Fluency in Mandarin Chinese and English, with effective verbal and written communication skills for resolving courier issues and working with colleagues.
• Adaptability, a strong sense of responsibility, and sound judgment under pressure, with a willingness to take on challenges and manage changing priorities.
• A basic understanding of food delivery operations and a willingness to develop deeper knowledge of courier behavior, incentive programs, and delivery economics.
• Ability to use AI tools to support daily work and critically assess the accuracy and usefulness of their outputs.

Preferred Qualifications

• 1–2 years or more of relevant experience in food delivery, last-mile logistics, operations, or business and data analysis.
• An academic background in data analytics, business analytics, management, mathematics, statistics, or a related field.
• Experience with courier retention, reactivation, incentive programs, or delivery cost optimization.
• Practical experience with Codex, AI agents, or simple workflow automation.
• Interest in building a long-term career in delivery operations.

New graduates are welcome and may demonstrate relevant skills through internships, academic work, or personal projects. Prior industry experience is preferred, and deeper knowledge of delivery operations and courier incentives can be developed on the job.

Work Arrangements

• Five working days per week, with days off scheduled according to operational needs and not fixed to Saturdays and Sundays.
• Ability to travel reliably between offices in Flushing (Queens), Manhattan, and Brooklyn. Work may take place at different offices within the same week.
• Access to a personal vehicle is preferred.

关于Hungry Panda

HungryPanda 于 2017 年创立于英国诺丁汉，是一家专注于亚洲美食及商品的全球外卖平台。目前，业务已覆盖 10 个国家、80 多座城市，与超过 80,000 名骑手及 100,000 家商户合作，服务全球 600 多万用户。

关于岗位

HungryPanda（熊猫外卖）现招聘配送运营专员（Delivery Operations Associate），通过数据分析和具体运营措施，持续优化配送表现。岗位重点包括降低配送成本、提升订单履约率和配送效率、保障良好的用户体验，以及减少配送异常和需要向用户赔付的订单占比。

你将负责处理骑手日常问题，落实骑手留存与召回措施，并制定、执行和复盘运营改进方案。本岗位不承担团队管理职责，适合善于分析问题、推动解决方案落地，并持续跟进成效的候选人。

主要职责

配送表现优化与策略执行

• 监测配送成本、订单履约率、配送时长、异常订单及赔付率等指标，识别运营问题和改进机会。
• 制定并落实切实可行的运营措施，优化配送成本、效率和服务质量；根据目标跟进执行效果，并结合数据及时调整方案。
• 排查配送延迟、订单取消、配送失败及其他异常情况，及时解决问题，分析并改善反复出现的问题，提升配送稳定性，减少相关赔付。

骑手留存与日常问题处理

• 通过有效沟通、实际支持和及时跟进，解决骑手日常配送中遇到的问题。
• 执行骑手留存与召回措施，了解骑手停止接单或活跃度下降的原因，并跟进恢复接单及后续活跃情况。
• 落实骑手激励方案，评估其对骑手活跃度、留存、配送表现及成本的影响。

数据分析与 AI 工具应用

• 使用 Excel 和 SQL 独立完成运营数据的提取、整理、清洗、校验与分析，找出问题根因，并将分析结果转化为具体改进措施。
• 整理运营表现报告，记录各项措施的执行结果，为定期复盘和流程优化提供支持。
• 使用 AI 工具及 AI 智能体辅助完成 SQL 编写、数据分析、报告整理和日常工作；对输出结果进行核验，并结合业务判断合理应用。

跨部门协作与突发问题处理

• 与相关部门协作，排查并解决运营问题，及时同步分析结果，清晰说明所需支持。
• 及时响应突发运营问题，合理安排处理优先级，并在必要时寻求支持，保障配送服务稳定运行。

任职要求

• 熟练掌握 Excel 常用功能，具备基础 SQL 能力，能够独立完成数据提取、整理、清洗与分析。
• 具备较强的逻辑思维和问题解决能力，能够识别问题根因，并提出明确、可执行的改进措施。
• 执行力强，能够合理安排工作、推动方案落地，并持续跟进和复盘结果。
• 普通话及英语流利，为必备要求；具备良好的口头及书面沟通能力，能够有效处理骑手问题并与同事协作。
• 适应能力强，责任心强，能够在压力下保持合理判断，积极应对挑战和优先级变化。
• 对外卖配送运营有基本了解，并愿意深入学习骑手行为、激励机制及配送成本与效率之间的关系。
• 能够使用 AI 工具辅助日常工作，并判断其输出结果的准确性和实用性。

优先考虑

• 具备 1–2 年或以上外卖配送、末端物流、运营、业务分析或数据分析相关经验。
• 具有数据分析、商业分析、管理学、数学、统计学或相关专业背景。
• 具备骑手留存、召回、激励方案执行或配送成本优化经验。
• 具有 Codex、AI 智能体或简单工作流自动化的实际使用经验。
• 有意在配送运营领域长期发展。

欢迎应届毕业生申请。 候选人可通过实习经历、课程项目或个人项目展示相关能力。有行业经验者优先；配送运营及骑手激励方面的深入知识可在工作中逐步学习和积累。

工作安排

• 每周工作五天，休息日根据运营需要安排，不固定为周六、周日。
• 需能够按工作安排往返于法拉盛（皇后区）、曼哈顿及布鲁克林办公室，同一周内可能在不同办公室办公。
• 有自用车辆者优先。