阿里巴巴阿里国际站-平台化商家运营-based杭州 （负责印度市场）

1. 服务Alibaba.com 巴基斯坦市场客户，围绕新商家平台商品运营、商机获取，成交转化提供服务交付体系的设计与优化，不断促进客户效果与交易提升，带动客户续签率和交易规模的增长。 2. 聚焦新商家的成长与留存，策划并执行商家培训和活动的本地规模化运营，促进核心成长指标达成。 3. 通过数据洞察、客户案例输出和资源整合，为前线销售和服务团队提供运营支持，提升本地渠道服务客户的能力。 4. 深入挖掘巴基斯坦商家在使用Alibaba.com平台过程中的痛点与机会点，反向输出产品优化建议，与中台、产品团队协作提升商家使用体验。

本岗位负责跨境B2B交易保障&售后解决方案设计及运营 1、研究竞对体验（Temu、亚马逊、1688等）及通过VOC及用户调研等方式洞察消费者在交易链路中针对交易保障、售后体验上的诉求、痛点、机会点等，并基于用户核心诉求，规划及设计匹配业务增长的用户心智（定制保障、上门安装、维修等）； 2、针对复杂售后场景设计相应的解决方案（如预售场景、定制品、设备、跨境物流清关&派送异常），作为业务Owner协同联合产品、服务团队、服务商等形成解决方案并落地，打造极致体验，提升用户转化&留存； 3、围绕国家差异、行业差异、人群差异等视角设计商家服务能力提升运营策略，搭建运营数据指标体系，设计相关牵引机制，不断提升商家履约及服务水平； 4、数据驱动优化 监控商家履约、售后体验、售后成本等关键指标（如发货时效、发货率、送达率、退款率、赔付成本、用户满意度），定期输出分析报告并提出改进建议。 This position is responsible for the design and operations of cross-border B2B transaction protection and after-sales solutions. Competitor Experience Research & User Insights: Study competitor experiences (such as Temu, Amazon, 1688, etc.), and leverage VOC (Voice of Customer) and user research to uncover consumer needs, pain points, and opportunities in the transaction flow related to transaction protection and after-sales experience. Based on core user needs, plan and design user awareness and expectations aligned with business growth (such as customized guarantees, on-site installation, maintenance, etc.). Solution Design for Complex After-sales Scenarios: Develop tailored solutions for complex after-sales situations (e.g., pre-sale scenarios, customized products, equipment, cross-border logistics, customs clearance, and delivery exceptions). Act as the business owner to collaborate with product, service teams, and service providers to formulate and implement effective solutions, creating optimal experiences and driving user conversion and retention. Merchant Service Capability Enhancement: Develop operational strategies to improve merchant service capabilities by considering country differences, industry characteristics, and customer segmentation. Build an operational data indicator system and establish relevant incentive mechanisms to continually enhance merchant fulfillment and service levels. Data-driven Optimization: Monitor key metrics such as merchant fulfillment, after-sales experience, and after-sales costs (including shipping timeliness, shipping rate, delivery rate, refund rate, compensation cost, and customer satisfaction). Regularly produce analytical reports and propose improvement recommendations.

职位描述 / Job Description 1、全面负责电商平台用户的售后体验，主导售后服务策略的产品化设计与落地，打造便捷、可感知、有心智的售后解决方案； Own the end-to-end post-purchase experience for e-commerce users, leading the product design and execution of after-sales service strategies to deliver convenient, intuitive, and memorable solutions; 2、深入洞察行业特性与用户售后场景，识别体验洼地，结合用户价值分层（如高端用户），设计差异化售后策略（如专属通道、优先处理、灵活退换等），显著提升高价值用户的满意度与忠诚度； Identify experience gaps by analyzing industry dynamics and real user pain points in after-sales scenarios. Leverage user value segmentation (e.g., premium users) to design differentiated service strategies—such as dedicated support channels, priority handling, or flexible return policies—to significantly boost satisfaction and loyalty among high-value customers; 3、兼顾商家体验与平台生态健康，通过商家申诉率、满意度、履约成本等指标，持续优化服务规则与流程，提升策略的公平性与可执行性； Balance merchant experience and platform health, continuously refining service policies and workflows based on merchant appeal rates, satisfaction scores, and operational costs to ensure fairness and feasibility; 4、主导产品规划与跨团队协同，紧密联动运营、研发、QA、客服等团队，高效推进产品交付，持续追踪效果数据，驱动核心目标（如 NPS、复购率、售后成本效率）达成。 Drive product vision and cross-functional execution, closely collaborating with Operations, Engineering, QA, and Customer Service teams to deliver high-quality solutions on time, monitor impact via key metrics (e.g., NPS, repeat purchase rate, cost efficiency), and achieve business goals.

关于我们： 我们是一支全球化、多元化、专业化的数据先锋团队，以技术为引擎，以数据为纽带，驱动全球20亿消费者与数千万商家的数字化商业生态。立足中国，服务全球，每天处理覆盖东南亚、欧洲、美洲等多时区的跨境数据洪流，在多语言、多文化、多法规的复杂场景中，打造“数据&AI技术驱动业务”的全球化数据中台。 团队致力于构建全新的满足安全合规的国际化大数据架构体系；统一的用户/商品/商家资产体系建设，含统一的DMP和选品平台；面向海外商家数据服务的生意参谋及数据银行支撑业务全链路数据驱动闭环，打造从站外竞对机会发现到商品供给和用户增长的数据智能服务Agent平台。我们秉承简单开放、创新能力、匠心精神的团队文化； 职位描述 Job Description 1. 深入理解行业业务逻辑与用户生命周期，通过用户行为分析、消费心理建模、多源数据融合，诊断业务增长瓶颈，设计可落地的用户价值提升策略（如会员分层运营、场景化精准触达、流失用户挽回等）。 2. 主导端到端增长项目：独立完成从业务需求拆解->实验设计->用户特征工程->预测模型开发（如客户分群/LTV/传播裂变因子挖掘）->策略效果归因的全流程。 3. 搭建业务分析框架：结合行业特性（如电商高频转化、内容平台沉浸度驱动、金融行业信用风险维度），设计可解释的用户标签体系与归因模型，输出用户洞察报告指导产品迭代与运营策略。 4. 与搜索推荐、产品、运营团队紧密协作，推动增长实验、A/B测试落地，结合AI模型结果，持续优化产品与内容分发策略。 5. 支撑用户增长策略的算法能力沉淀与平台化建设，推动AI在个性化推荐、多模态建模、用户行为预测等方向的深度应用。 1. Drive business growth strategies through deep user analytics and lifecycle value modeling, focusing on solving real-world problems like member tier operation, scenario-based engagement, and churn recovery. 2. Own full-cycle projects from business diagnosis to deployment: 3. Develop industry-specific frameworks: Design interpretable user tagging systems and attribution models tailored to sector characteristics (e-commerce conversion loops, content engagement drivers, etc.) 4. Collaborate closely with Search & Recommendation, Product, and Operations teams to run growth experiments and optimize strategies based on AI insights. 5.Contribute to platform-level capability building for scalable, AI-powered growth solutions across personalization, multi-modal modeling, and user behavior prediction.