Head, AI Chatbot Product Operations-Customer Care

Lazada

Kuala Lumpur, Malaysia

Full-time

Oct 7

Job Description

PRODUCT is a function in Lazada Customer Care that leverages the technological capabilities of the Alibaba Group’s Intelligent Services Platform, with a strong focus on enhancing customer experience using AI (chatbot) and Xspace Product design & enhancements towards a holistic Channel Strategy.


Reporting to the Chief Customer Officer, you will be responsible for :

• Lead a team to sharpen the algorithm through annotations based on changing contacts and optimizing customer experience, monitoring key indicators and evaluation metrics to maintain the chatbot

• Identify and design improvement opportunities together with local management and regional product teams to improve chatbot experience

• Provide insights into trending experiential pain points within the customer & seller journey from big data

• Work closely with regional product on enhancement roadmaps and develop close relationship with regional and Alibaba teams to support country strategy via structured feedback from Product end user

• Drive culture shift towards Customer First mindset in the organization and create awareness of current issues which needs attention to solve

• Create visibility through organization wide communications channel to build stronger awareness of customer sentiment and asks

Job Requirements

In order to succeed in the role, you should ideally have:

• At least 8-10 years of working experience in Customer Care industry managing teams towards success

• Working experience in Customer Experience, Customer Service or related field is preferable

• Proven experience in initiatives and projects related to AI or Product

• Good communications experience - proven record in successfully obtaining buy-ins from management

• Strong analytical skills with good written & verbal communication skills in English is required, Mandarin optional

• Adaptive to changing scope and evolving business environments

• Mature and able to handle stress professionally especially within a fast-paced environment


Apply for this position Back to job

You must be logged in to to apply to this job.

Apply

Your application has been successfully submitted.

Please fix the errors below and resubmit.

Something went wrong. Please try again later or contact us.

Personal Information

Profile

View CV/resume

Details

Lazada

Accelerating Southeast Asia progress through commerce and technology

{{notification.msg}}