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携程Senior Project Manager(MJ028403)

社招全职8年以上国际业务服务运营地点:上海状态:招聘

任职要求


1、具备OTA相关业务、服务、咨询等经验8年以上,有团队管理经验者优先;
2、对用户体验洞察、服务设计、流程设计、智能服务能力等某一方面和多方面具备深刻的理解,能对提升用户服务/体验管理有建设性思考和落地案例;
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工作职责


1、基于业务特性,阶段策略及服务旅程,从复杂的客户场景中迅速理解、定位、抽象问题,根据服务需求和服务痛点,设计和推动负责业务-服务全链路产品解决方案,通过服务设计提升用户服务体验,为用户在平台上服务体验服负责。
2、负责服务体系用户体验&服务相关的产品运营工作,通过产品化/智能化的方式优化整体工作流程,输出完善、严谨的产品运营方案并落地,和产品、研发、策略、客服等团队协同,共同提升服务水平和用户满意度;
3、关注AI领域市场动态,有智能服务相关产品运营经验或知识储备;
4、主动推动围绕关键目标专项机制的建立,跨部门、跨职能协调各团队共同发现问题、定义问题、解决问题,有效的通过方案设计,牵引产品、策略、服务资源等相关协同方,保障方案的落地的有效、高效和精准,并能从业务源头解决用户服务体验问题;
5、构建多模块的服务体系和规划,设计有效的服务解决方案,并能沉淀服务设计及运营机制、标准,保障持续性和传承性。
6、通过用户洞察、业务判断、竞对研究、数据分析等不断迭代适配业务场景的服务能力,包括但不限于各种智能/人工渠道能力、工具能力、方案能力等;
7、具备较高的风险敏感度,能及时掌握平台相关舆情或法律法规动向,及时部署和落地治理策略;协同产品、技术等多部门或团队,化解业务风险,系统化落地治理策略。
包括英文材料
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