Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for an Automation Operations Product and Tools Solution Manager responsible for the solution management of large language model products and tools in the customer service domain, driving deep integration between technology and business to enhance user experience of automation solutions and operations efficiency, and optimizing product iteration mechanisms to ensure the product's competitiveness in the industry.
Responsibilities
1. Product Planning and Design
- Design model application products and operational tool solutions focusing on one/several domains (e.g., intelligent customer service problem-solving capabilities, automated issue classification and routing, solution configuration tools, PE tools, model analysis tools, labeling tools), tailored to business scenarios.
- Coordinate technical teams to complete model training, deployment, and optimization, ensuring product and operational tool performance remains consistent and aligned with business objectives.
2. Operational Strategy Development - Establish evaluation frameworks for customer service products and tools, regularly delivering analysis reports and driving optimizations.
3. Collaboration - Collaborate closely with customer service product team, C-end product team, algo team, and engineering team to align product development with business needs.
4. Data-Driven Decision Making
- Track key metrics (e.g., usage rate, user satisfaction, problem resolution rate) and optimize operational strategies through data analysis, and deliver results.
- Deep dive into user behavior data to identify underlying needs and drive iterative product enhancements.
5. User Experience Optimization - Manage A/B testing to validate new features and ensure continuous improvement.
6. Risk Management and Compliance - Prioritize data privacy and security, ensuring model operations adhere to regulatory frameworks.
7. Technological Innovation and Industry Insight - Analyze competitor dynamics and propose differentiated competitive strategies.
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