Head, AI Chatbot Product Operations-Customer Care


Kuala Lumpur, Malaysia


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

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Accelerating Southeast Asia progress through commerce and technology