Chatbot Lead - Customer Service

Location: Manila

Department Operations Level Experienced  (Team Lead)
Location Manila The  Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

Improve Chatbot user experience through strategic initiatives on enhancing AI models and solutions

Conduct thorough analysis of Chatbot KPIs and OKRs to identify areas of improvement

Manage and prioritize initiatives that drive user experience improvement (i.e., allocate team resources effectively, create roadmaps and targets)
Drive collaboration and communication among stakeholders to align on objectives, scope, and progress of initiatives

Deliver tangible outcomes through strong analytical skills, hands-on and pragmatic approach

Communicate progress and insights to the management regularly

Requirements:

Bachelor’s degree in management engineering, industrial engineering, computer science, or business

At least 5 years total work experience with project management or strategy

Proven ability to manage large and complex projects with experience leading cross-functional projects and teams

Excellent stakeholder management especially with senior leads/managers

Strong problem solving skills, with ability to draw insights from large and ambiguous data sets Excellent verbal and written communication skills; highly conversational

Previous experience in artificial intelligence, conversational design, or programming is a plus
#J-18808-Ljbffr