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Team And Role Introduction
Lazada Customer Care leverages on a suite of customer-facing products, designed to provide an enhanced customer experience ranging from chatbot, live chat and social media channels. Lazada Chatbots leverage on the technology capabilities of the Alibaba Group's Intelligent Services Platform, with a strong focus on enhancing customer experience using AI. Using AI technologies, our chatbots alleviates huge volume of service demands from our consumers. To meet the increasing demands of daily operations for these customer-facing tools, we need a Product Operations Analyst to provide operational support throughout product development lifecycle and ensuring the success across key products from Lazada's e-commerce solutions. Reporting to the Customer Care Regional Product Operations Buyer Chatbot & Help Center Lead, the Product Operations Analyst's job is to improve the buyer experience and retention.
Responsibilities
Requirements/Qualifications(must have):
Lazada Customer Care leverages on a suite of customer-facing products, designed to provide an enhanced customer experience ranging from chatbot, live chat and social media channels. Lazada Chatbots leverage on the technology capabilities of the Alibaba Group's Intelligent Services Platform, with a strong focus on enhancing customer experience using AI. Using AI technologies, our chatbots alleviates huge volume of service demands from our consumers. To meet the increasing demands of daily operations for these customer-facing tools, we need a Product Operations Analyst to provide operational support throughout product development lifecycle and ensuring the success across key products from Lazada's e-commerce solutions. Reporting to the Customer Care Regional Product Operations Buyer Chatbot & Help Center Lead, the Product Operations Analyst's job is to improve the buyer experience and retention.
Responsibilities
- Become an in-depth expert on Lazada's proprietary buyer chatbot and help center products, ensuring a comprehensive understanding of their functionalities and impact
- Utilize data analysis techniques to examine logs and user feedback, aiming to enhance resolution rates and boost customer satisfaction with AI products
- Develop and maintain operational processes for help center requirements and enhancements. Create, update, and organize content to ensure it remains accurate, relevant, and user-friendly
- Apply project management methodologies to oversee the product development lifecycle, including planning, execution, monitoring, and control
- Collaboration with Customer Experience team to gather new requirements & refine business requirements for new domain enhancements
- Connect technology, product, operations, and other teams to drive business change and foster cohesive improvements across departments
Requirements/Qualifications(must have):
- A well-rounded professional with 3+ years of working experience relating to product management, product operations or eCommerce operations
- Bachelor's degree in engineering/computing/business/economics from a top university is a plus
- Strong analytical and problem-solving skills with the ability to use data to make informed decisions
- Familiar with agile methodologies
- Self-motivated, results-oriented individual with the ability to progress multiple projects concurrently
- Strong interest and belief in AI technology
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