Bambu Lab

服务运营-VOC用户声音分析及改善方向

Bambu Lab  •  Onsite  •  2 hours ago
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Job Description

服务运营-VOC用户声音分析及改善方向

深圳

全职

客户关系

职位描述

  1. 负责全球服务侧 VOC(工单、在线/电话咨询,退换修、社区与社媒反馈等)体系搭建与日常运营,统一多领域、多渠道数据口径与分类分级标准,对洞察准确性与时效性负责。 2. 搭建并持续迭代服务 VOC 标签体系与根因归类框架,结合大模型/AI 能力推进自动打标、聚类、异常识别与日报/周报/月报机制,降低人工清洗成本,提升从原始声音到可执行结论的转化效率。 3. 识别高频痛点、批量质量/体验风险与新发异常,输出结构化专题分析;牵头拉通相关团队,建立闭环机制。 4. 与相关业务方共享改善结果指标(如特定问题进线率/工单率下降、重复进线与升级率改善、方案自助解决率、NSS/CSAT 专项提升等),跟踪措施落地并复盘有效性,结果导向。 5. 在新品上市、重大固件/版本更新及大促等关键节点,建立售后 VOC 快速监测与升级通道,支撑早期问题拦截与服务策略、话术、知识内容的同步迭代。 6. 沉淀 VOC 分析方法论与运营 SOP,支撑全球业务扩张。

职位要求

  1. 本科及以上学历,5 年以上智能硬件、消费电子、出海品牌的售后服务运营、VOC/用户洞察、服务质量运营相关经验;有从 0 到 1 搭建全球或多区域售后 VOC 体系并拿到改善闭环结果者优先。 2. 精通售后数据链路与标签/分类体系设计,具备扎实的数据挖掘与业务归因能力(熟练使用等工具,能读懂各领域场景背后的真实根因)。 3. 有将 LLM/AI 能力落地到文本分类、自动摘要、根因推荐或 VOC 工具建设的实操经验,理解准确率校验、Badcase 迭代与人机协同流程。 4. 具备极强的跨部门推动力与沟通韧性,有成功推动改进或变革的实战案例,靠数据与逻辑拿结果。 5.结果导向、抗压能力强、拒绝形式主义。 6. 英语听说读写流利,可作为工作语言。

投递

Bambu Lab

About Bambu Lab

Bambu Lab is a consumer tech company focusing on desktop 3D printers. Its state-of-the-art 3D printers offer a feature-rich first-class experience for a global community of 3D printing makers, aiming to break the barriers between the digital and physical worlds and bring creativity to a whole new level. Bambu Lab sells its 3D printers, filaments, and accessories on its official website, serving customers across 30+ countries.

Our Team

Our story started with the gathering of a team of 3D printing fans, who are also expert engineers in robotics, artificial intelligence, materials science, and internet industries. Our team is experienced in building high-tech products that bring positive impacts to the world. From the start, we have been dedicated to making cutting-edge technology affordable with advanced know-how and high production quality. We see ourselves as part of the ecosystem and are delighted to learn from and share knowledge with the 3D printing community. Our team's passion lies also in the commitment to creating the next generation of eco-friendly 3D printers - pushing the industry toward a future with a much lower carbon-footprint.

Industry
Hardware & Semiconductors
Company Size
51-200 employees
Headquarters
深圳市, CN
Year Founded
2020
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