Associate, Voicebot Product Operations

Associate, Voicebot Product Operations-Jakarta

Department:
Product Management

Key Responsibilities:

• Proactively identify issues, propose solutions with apply a data driven approach to analyze conversation logs, operational data, and user feedback to identify gaps and improve resolution rates, containment rates, and customer satisfaction
• Act as a subject matter expert for Customer Care platforms, specifically voicebot products powered by AI
• Independently own end to end execution of assigned product operations initiatives, from problem identification to solution implementation and post launch performance tracking
• Work closely with cross functional stakeholders (Customer Experience, Product, R&D, including algorithm engineers and product managers) to design and implement optimal solutions aligned with customer and business needs
• Construct, maintain, and continuously optimize knowledge bases to support AI understanding and ensure alignment with market requirements and customization needs
• Perform data annotation and provide structured, high quality feedback to train and improve AI and NLP models
• Prepare regular reporting, dashboards, and deep-dive analyses to communicate insights, risks, and opportunities to stakeholders

Key skills required:

• Strong written and verbal communication skills in English (Mandaris is plus)
• High level of empathy with a strong focus on customer experience and satisfaction
• Strong analytical skills with the ability to work with large datasets accurately and with close attention to detail
• Proficient in Microsoft Excel and data analytics tools (e.g., Python, SQL, Power BI) ability to structure, analyze, and interpret operational data
• Excellent interpersonal, communication, and presentation skills, with the ability to work effectively across teams
• Demonstrated ability to identify process gaps and drive continuous improvement initiatives
• Comfortable working in a fast-paced environment with frequently changing priorities

Qualification:

• Bachelor’s degree with 4-6 years experience
• Prior experience in the contact center or ecommerce industry is a plus
• Exposure to AI, machine learning, chatbots, voicebots, or experimentation frameworks (e.g., A/B testing) is an advantage
• Strong interest and belief in AI technology