阿里巴巴LAZADA-售后产品-服务解决方案

任职要求

任职要求/Qualifications
1、具备服务体验或电商售后产品相关经验，深度参与过完整售后产品体系的规划与设计（如退换货流程、纠纷仲裁、赔付机制等）；
Experience in service experience design or e-commerce after-sales products, with hands-on involvement in the end-to-end planning and design of post-purchase product systems (e.g., returns & exchanges, dispute resolution, compensation mechanisms, etc.);
2、具备敏锐的用户需求洞察力与抽象能力，能够从复杂的业务逻辑与多维数据中识别问题本质，设计高效、可扩展的解决方案，并推动高质量落地；
Strong user empathy and problem abstraction skills — able to identify root causes from complex business logic and multi-dimensional data, design efficient a…

工作职责

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.