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Product Operations Associate

Salary undisclosed

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Job Description:

  • Become an in-depth expert on Lazada’s proprietary buyer chatbot and voicebot products, ensuring a comprehensive understanding of their functionalities and impact
  • Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction
  • Drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products
  • Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs
  • Construct and maintain knowledge base which align to local Philipplines market needs/ customization
  • Instruct AI model through annotation and prompt engineering
  • Proposing and tracking key indicators and evaluation metrics of CC and AI products
  • Connecting technology, products, operations and other teams to drive for business changes
  • Providing reports and analysis

Job Requirements

  • Fluent in English written and verbal communications skills is a must
  • Business knowledge: 3+ years of experience relating to operating AI chatbot or voicebot or eCommerce operations
  • Strong learning ability, self-motivation, benchmarking and analytical skills to analyze significant amounts of data with a high level of accuracy, familiar with Excel and always maintaining attention to detail
  • Strong user-centric mindset, with the ability to understand user needs and pain points through various methods
  • Great interpersonal, communication and presentation skills
  • Demonstrated ability to implement process and identify continuous improvement opportunities
  • Ability to work in a fast-paced environment where priorities change often
  • Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is a plus
  • Experience on MLOps and understanding on current LLM trend is a plus

Job Description:

  • Become an in-depth expert on Lazada’s proprietary buyer chatbot and voicebot products, ensuring a comprehensive understanding of their functionalities and impact
  • Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction
  • Drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products
  • Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs
  • Construct and maintain knowledge base which align to local Philipplines market needs/ customization
  • Instruct AI model through annotation and prompt engineering
  • Proposing and tracking key indicators and evaluation metrics of CC and AI products
  • Connecting technology, products, operations and other teams to drive for business changes
  • Providing reports and analysis

Job Requirements

  • Fluent in English written and verbal communications skills is a must
  • Business knowledge: 3+ years of experience relating to operating AI chatbot or voicebot or eCommerce operations
  • Strong learning ability, self-motivation, benchmarking and analytical skills to analyze significant amounts of data with a high level of accuracy, familiar with Excel and always maintaining attention to detail
  • Strong user-centric mindset, with the ability to understand user needs and pain points through various methods
  • Great interpersonal, communication and presentation skills
  • Demonstrated ability to implement process and identify continuous improvement opportunities
  • Ability to work in a fast-paced environment where priorities change often
  • Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is a plus
  • Experience on MLOps and understanding on current LLM trend is a plus