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This job is a Product Operations Analyst for Lazada's Buyer Chatbot. You might like this job because you'll improve buyer experience using AI and collaborate across teams for business improvements.
Undisclosed
Malaysia, Kuala Lumpur
Job Description
Team and Role Introduction:
Lazada Customer Care leverages on a suite of customer-facing products, designed to provide an enhanced customer experience ranging from chatbot, live chat and social media channels. Lazada Chatbots 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 chatbots alleviates huge volume of service demands from our consumers. To meet the increasing demands of daily operations for these customer-facing tools, we need a Product Operations Analyst to provide operational support throughout product development lifecycle and ensuring the success across key products from Lazada's e-commerce solutions. Reporting to the Customer Care Regional Product Operations Buyer Chatbot & Help Center Lead, the Product Operations Analyst's job is to improve the buyer experience and retention.
Responsibilities:
-Become an in-depth expert on Lazada's proprietary buyer chatbot and help center products, ensuring a comprehensive understanding of their functionalities and impact
-Utilize data analysis techniques to examine logs and user feedback, aiming to enhance resolution rates and boost customer satisfaction with AI products
-Develop and maintain operational processes for help center requirements and enhancements. Create, update, and organize content to ensure it remains accurate, relevant, and user-friendly
-Apply project management methodologies to oversee the product development lifecycle, including planning, execution, monitoring, and control
-Collaboration with Customer Experience team to gather new requirements & refine business requirements for new domain enhancements
-Connect technology, product, operations, and other teams to drive business change and foster cohesive improvements across departments
Job Requirements
Requirements/Qualifications(must have):
-A well-rounded professional with 3+ years of working experience relating to product management, product operations or eCommerce operations
-Bachelor's degree in engineering/computing/business/economics from a top university is a plus
-Strong analytical and problem-solving skills with the ability to use data to make informed decisions
-Familiar with agile methodologies
-Self-motivated, results-oriented individual with the ability to progress multiple projects concurrently
-Strong interest and belief in AI technology
Company Benefits
Collaborative team
We are as diverse as the region we connect, because we value the power of difference.
Rewarding career
We value curiosity and passion that allow the best ideas to surface from our people. We experiment, we learn, and we do better every day.
Diverse opportunities
Build your future with Lazada in in Commercial, Marketing, Technology, Customer Care, Strategy & Management, Corporate Function, and more!
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
General Product Management, IT Product Management, Merchandising / Buyer
Company Profile
Lazada Express Malaysia
ECOMMERCE IS CHANGING
AND WE'RE LEADING THE CHANGE
Founded in 2012, Lazada Group is Southeast Asia’s leading eCommerce platform. With a presence in six countries – Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam – we connect this vast and diverse region through our technology, logistics and payments capabilities. Today, we have the largest selection of brands and sellers, and by 2030, we aim to serve 300 million customers. In 2016, Lazada became the regional flagship of the Alibaba Group, and is backed by Alibaba’s best-in-class technology infrastructure.
Lazada's constantly evolving technology, logistics and payments infrastructure connects this vast and diverse region, and offers Southeast Asia a shopping experience that is safe, seamless and enjoyable. At Lazada, nothing stands still. As the demands of discerning shoppers and ambitious retailers continue to grow, we’re always a few steps ahead.
Source:lazada.com