Lalamove

On-demand last-mile delivery platform

Senior Associate - Strategy & Analytics, Service Quality

Data AnalysisConfirmed live in the last 24 hours

Full-timeHong KongNo salary listed

About the Job

Requirements

At least 2 years of work experience in a business intelligence or data analytics role.
Strong proficiency in SQL.
Experience using Tableau or other business intelligence tools for reporting and analyses.
High proficiency in both English and Chinese.
Strong communication skills to translate complex problems into actionable plans across different regions.

Responsibilities

Define and govern regional Service Quality frameworks centered on driving strict compliance with Community Guidelines, ensuring a safer, fairer, and more reliable platform for all users and driver partners across markets.
Establish and refine the regional service quality measurement system by standardizing infraction tracking, categorizing individual entries of driver misbehaviour by Infraction and Score to effectively monitor, manage, and reduce platform misconduct.
Lead deep-dive analytics on regional infraction trends, operational failure points, and compliance metrics to identify systemic drivers of non-compliance and execute targeted quality interventions.
Partner with Regional Product, Tech, and Operations teams to automate infraction detection, streamline driver retraining mechanisms, and build proactive product features that prevent misbehaviour.

Desired Qualifications

Knowledge of data warehousing concepts.
Exposure to Operations or Platform Governance within a high-growth marketplace, such as logistics, food delivery, or ride-hailing.

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer a lightning-fast, seamless way to book delivery and moving services—anytime, anywhere. As a leading global on-demand delivery platform, we facilitate millions of orders daily by empowering a vast network of delivery partners. With a global workforce of 1,500+ and scaling at an extraordinary pace, we are seeking a Senior Associate, Strategy & Analytics (Service Quality) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe.

Reporting directly to the Senior Manager, Strategy & Analytics (Service Quality), you will lead the data-driven analysis and strategic frameworks that power our global driver service operations. Acting as the analytical powerhouse of the team, you will dive deep into driver operational metrics, churn indicators, support efficiency, and funnel conversion data to extract actionable insights and optimize global processes. This role requires exceptional analytical capability, structured problem-solving, and a track record of translating complex datasets into impactful operational strategies.

Core Focus: Operational Data Modeling & Reporting, Performance Metrics, Predictive Strategy.

What you'll do:

Define and govern regional Service Quality frameworks centered on driving strict compliance with Community Guidelines, ensuring a safer, fairer, and more reliable platform for all users and driver partners across markets.

Establish and refine the regional service quality measurement system by standardizing infraction tracking—categorizing individual entries of driver misbehaviour by Infraction and Score to effectively monitor, manage, and reduce platform misconduct.

Lead deep-dive analytics on regional infraction trends, operational failure points, and compliance metrics to identify systemic drivers of non-compliance and execute targeted quality interventions.

Partner with Regional Product, Tech, and Operations teams to automate infraction detection, streamline driver retraining mechanisms, and build proactive product features that prevent misbehaviour.

What you'll need:

At least 2 year of work experience in a business intelligence or data analytics role

Strong proficiency in SQL

Knowledge of data warehousing concepts a plus

Experience using Tableau or other BI Tools for reporting and analyses

Exposure with Operations or Platform Governance within a high-growth marketplace (e.g. Logistics, Food Delivery, or Ride-hailing) is highly preferred

High proficiency in both English and Chinese

Strong communication skills to translate complex problems into actionable plans across different regions

About the Company

Lalamove

On-demand last-mile delivery platform

Lalamove is a technology-driven logistics platform that provides on-demand last-mile delivery in urban areas across Asia and the Americas. Its mobile app connects individuals and businesses with a network of drivers to handle fast or scheduled deliveries, ranging from small parcels to bulky items. Deliveries are priced based on distance, weight, and optional services like multiple stops. The service targets a wide range of customers, from individuals to small businesses and large enterprises, and aims to offer a seamless, efficient delivery experience by leveraging its driver network and digital platform.

Company size: 5,001-10,000
Company stage: Series F
Total funding: $2.5B
Headquarters: Sham Shui Po District, Hong Kong
Founded: 2013

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