Project Manager – Customer Experience; AI

Overview

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia, UAE, Kuwait, Qatar and Brazil.

We’re hiring a strategic, data-driven, and customer-obsessed Project Manager – Customer Experience (AI) to own and accelerate AI-enabled transformation across our Customer Experience organization in multiple countries. This role blends program leadership, operational discipline, and cross-functional influence—partnering with Country GMs, functional leaders, Product/Tech, and outsourced contact centers to design and scale intelligent service solutions. You will lead end-to-end delivery from solution definition to rollout, ensuring measurable improvements in customer experience, service quality, efficiency, and cost-to-serve.

• AI solutions & business rollout: Drive AI solution design and enable intelligent implementation across global service processes.
• Process standardization & optimization: Promote standardization and intelligent transformation of service workflows to improve efficiency and effectiveness.
• Project delivery: Build and execute delivery plans aligned with business strategy; manage scope, priorities, timelines, and outcomes.
• Resource & stakeholder coordination: Partner with key teams (e.g., delivery, process, product/tech, QA, training) to ensure smooth collaboration and execution.
• Progress tracking & reporting: Monitor milestones, dependencies, and delivery status; communicate updates to stakeholders.
• Risk & issue management: Identify risks early, remove blockers, and implement mitigation plans to ensure targets are met.

• Bachelor’s degree or above in Computer Science, Engineering, Management, or a related field.
• 3+ years of project/program management experience, including 1+ year leading AI-related technical projects (service operations experience is a plus).
• Strong leadership and ability to manage cross-functional teams effectively.
• Solid understanding of AI technologies and business application scenarios.
• Strong knowledge of service operations, including quality assurance, training, and delivery processes.
• Excellent communication, stakeholder management, and problem-solving skills.
• Proficiency with project management tools such as Jira, MS Project, Excel (or similar).
• PMP, PgMP, or similar certifications are a plus.
• Language:
  Professional proficiency in English and Chinese (Mandarin) — spoken and written.

• Innovation-Driven:
  Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
• Fast-Growing & Dynamic:
  Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
• Global Impact:
  Join a company that’s transforming the way people enjoy food, impacting communities around the world.

Ready to shape the future of CX with AI? Apply now.