Customer Care Solutions-Seller Product Operations Associate (AI)-HCMC

Department: Product Management Location: Vietnam Department: Product Management Location: Vietnam Job Description Team and Role Introduction:
Lazada Product Operation leverages on a suite of customer-facing AI products, designed to provide an enhanced customer experience ranging from chatbot, voicebot, live chat and social media channels. Lazada bots leverage on the technology capabilities of the Alibaba Group's Intelligent Services Platform, with a strong focus on enhancing customer experience using AI. Using AI technologies, our bots alleviates huge volume of service demands from our consumers. The Product Operations Analyst's job is to improve the seller experience and become the first choice for seller to do serious business. The Product solutions role includes the ability to improve AI products’ customer experience by conducting data analysis, working with Research and Development teams, and driving business process changes.

Responsibilities:
1. Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and user satisfaction
2. Become an expert and drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products
3. Work extensively with cross-functional stakeholders (Seller Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting seller needs
4. Construct and maintain knowledge base which align to local market needs/ customization
5. Conduct user testing and support rollout for new features in local context
6. Instruct AI model through annotation and prompt engineering
7. Proposing and tracking key indicators and evaluation metrics of Customer Care and AI products
8. Connecting technology, products, operations and other teams to drive for business changes
9. Providing reports and analysis
10. Converting insights into business action plan Job Requirements 1. A well-rounded professional with 1-3 years of working experience relating to product operations, business analytics, project management, or eCommerce operations
2. Bachelor's degree in engineering/computing/business/economics from a top university is a plus
3. Strong analytical and problem-solving skills with the ability to use data to make informed decision
4. Proficiency in both written and verbal communication in both Thai and English is essential
5. Familiar with agile methodologies
6. Self-motivated, results-oriented individual with the ability to progress multiple projects concurrently
7. Strong interest and belief in AI technology