美图Global Customer Service Operations Specialist
任职要求
Why We Need You: At Meitu, we build AI-powered visual apps that millions of people worldwide use to create and connect. When those users hit a snag, they turn to us for help — and that’s where you come in. We’re looking for a genuine people person who can turn a confusing moment into a “wow, that was easy” experience, all while helping our products get smarter. If you’re the kind of person who loves solving puzzles, writing thoughtful replies, and geeking out over how a support interaction can feel more human, we want to meet you. What You’ll Do: · Be the voice of our global community — jump into emails, live chat to answer questions and solve problems, with a special focus on making our overseas users feel right at home; · Turn frowns upside down — dig into complaints and tricky issues, figure out what’s really going on, and loop in the right teams to deliver fixes that keep our brand reputation shining; · Be the user’s inside voice — capture and organize the feedback you hear every day, then turn those real-world insights into reports that product and design teams actually use to make our apps better; · Bridge the gap — work closely with product, dev, and other squads, making sure user needs don’t get lost in translation and that every team is pulling toward a smoother support experience; · Shape our AI helper — get your hands dirty with our chatbot, experience it like a real user would, and share smart ideas to make automated help feel more natural, not robotic. Who You Are: · You have a bachelor’s degree — w…
工作职责
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1. Omni-Channel Customer Service Product Planning & Delivery Own the full product lifecycle of the international customer service platform, covering global voice/contact center (CC), online IM/social media (WhatsApp, LINE, Messenger, etc.), and email ticketing channels — from strategic planning and solution design through development delivery and continuous iteration. 2. Global Telecommunications Infrastructure Lead the architecture design of the global contact center communication stack. Drive vendor evaluation, technical integration, and go-live of overseas telephony platform providers (e.g., Genesys, Twilio, Avaya). Manage number resource planning, carrier onboarding, and cross-border voice link optimization to ensure call quality and service reliability worldwide. 3. Vendor & Channel Ecosystem Management Establish and maintain partnerships with global number providers, telecom carriers, and social media channel partners. Define end-to-end product design, SLAs, and operational runbooks across a multi-vendor environment to ensure service continuity and regulatory compliance. 4. Product Design & Documentation Own solution design for core modules across the entire product line. Deliver comprehensive PRDs, interaction prototypes, and technical design documents; drive design reviews and ensure closed-loop execution from spec to release. 5. Cross-Regional Collaboration & Project Delivery Coordinate with engineering, operations, and business teams across China and international regions. Drive project delivery, production incident response, and system performance optimization to continuously elevate global customer service communication capabilities and user experience.
Amazon Global Selling has been helping individuals and businesses increase sales and reach new customers around the globe. Today, more than 50% of Amazon's total unit sales come from third-party selection. The Global Selling team in China is responsible for recruiting local businesses to sell on Amazon’s 18 overseas stores, and supporting local sellers’ success and growth on the Amazon. Our vision is to be the first choice for all types of Chinese business to go globally. Amazon's Asia Global Selling Existing Seller Management (ESM) team currently seeks a results oriented Senior Business Program Manager who can learn quickly and build trust with various stakeholders in a dynamically changing environment. In this role, s/he will be a key member of the Asia Global Selling ESM Team, providing critical support to drive greater efficiency, productivity, consistency, scalability, and impact. The successful candidate must be able to work directly, in a hands-on way, with multiple stakeholders and business teams, on multiple programs and projects at one time, as well as provide solutions that are highly usable, scalable, extensible, and maintainable. S/He needs to be passionate about his/her work, self-motivated, detail oriented and have excellent problem-solving abilities, as well as superb communication and program/project management skills, and will be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way. The candidate will also be required to deal with highly ambiguous problems, identify root cause, devise and drive towards simple solutions to complex problems. Roles and Responsibilities: • Act as an single owner in ESM team on business domain and own business goal setting and team executions. • Accumulate in-depth Seller learning under each profile and generate business insights to help Sellers grow. • Drive business insights generation and provide guidance to account management team to help generate actionable next steps, and improve account management efficiency. • Co-work with multiple stakeholder / business teams to develop new business initiatives and translate into execution • Structures work flow across the team to effectively implement each workstream & related operational activities • Develop, implement and automate new and existing processes in a standardized and scalable format, while leverage global resources to drive improvement based on local needs whenever possible • Innovate to improve Seller experience via continuously engagement with internal partners to drive business process improvement through deeply data analysis and seller engagement practice
Deliver the revenue goals through exploring the new business opportunities through identifying and creating new relationships with advertisers. Understand Amazon's search and display advertising tools to help build relevant and effective advertising solutions for our advertisers. Understand and learn about the e-commerce landscape and competitive environment, including knowledge of competitive product offerings. Deliver the highest level of educational and consultant services to China-based brands and advertisers. Help advertisers see how to best utilize Amazon’s ad tools in order to better build their business. Coordinate campaign setup with the global advertising teams. Dive deep on campaign performance reports and work with advertising teams around the globe to enable optimal performance to advertisers in each locale. Use CRM tools to track all pertinent account information and business progress.
负责全球业务部门的人才招聘，包括：招聘交付、招聘渠道拓展、人才库梳理和建立、人才测评、招聘数据整理与分析等与各部门的Leader紧密合作，了解其人力资源需求，并制定相应的人才寻访策略。利用多种招聘渠道（如社交媒体、招聘网站、行业活动等）吸引潜在候选人发展和维护公司的人才库，确保持续的人才供应分析招聘数据，根据数据驱动的见解优化招聘流程确保招聘流程符合公司政策和当地法规协助leader进行海外HR事项对接, 参与其他HR相关项目或工作 - 雇主品牌，校园招聘， 招聘运营等