Job Description

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Service Product Operations Specialist to drive effective product excellence.

Job Description

1. Responsible for the overall planning and design of products in the customer service domain, covering both AI-powered customer service scenarios (such as chatbots, LLM applications, and intent recognition) and human-assisted customer service scenarios (such as agent workbenches, ticketing systems, scheduling, and quality assurance tools).
2. Identify business pain points, translate requirements into executable solutions, and complete BRD drafting, requirement reviews, and end-to-end project delivery.
3. Build a data evaluation framework, track core product metrics, and continuously optimize product capabilities, operational efficiency, and user experience through data-driven methods.
4. Collaborate with cross-functional teams including algorithms, R&D, business, and compliance to align requirements and implementation and ensure efficient project delivery.
5. Lead A/B testing and feature iterations, continuously improve product stability and user experience, and reduce failure rates and bug rates.
6. Ensure data security and compliance requirements are incorporated into product design, launch, and operations within a compliant framework.

Minimum Qualifications

1. Bachelor's degree or above; Majors related to Computer Science, Data Science, Artificial Intelligence, or Operations Management are preferred.
2. Experience in product or operations roles, with familiarity in at least one of the following areas preferred: intelligent customer service/LLM applications, human customer service systems, or customer service operations tool optimization.
3. Familiar with the full product lifecycle and capable of independently completing requirement analysis, solution design, and project execution.
4. Strong logical thinking, requirement breakdown, and data analysis skills. Proficiency in data analysis tools is preferred.

Preferred Qualifications

1. Understanding of the full customer service business process and industry trends. Familiarity with NLP/LLM-related technologies and applications.
2. Able to adapt to a fast-paced iteration cycle and capable of cross-cultural collaboration.