阿里巴巴阿里国际站-服务体验运营-CCO、杭州/深圳

任职要求

1、本科及以上学历，5年以上服务运营或相关领域经验。
2、具备出色的分析和解决问题能力，善于运用数据驱动决策。
3、良好的沟通和协调能力，能够跨部门合作，推动项目落地。
4、对服务体验有敏感度，具备创新思维，持续提升用户服务和体验。
5、国际化视野，英语可作为工作语言，有电商平台出海服务相关经验优先。


1、Bachelor's degree or above,with at least 5 years of experience in service operation or a related field.
2、Outstanding analytical and problem-solving skills, proficient in using data to drive business decisions.
3、Excellent communication and coordination abilities, capable of collaborating across departments to facilitate project implementation.
4、Deep understanding of service experience, with an innovative mindset to continuously improve service quality.
5、Global outlook, proficient in English, with prior experience in overseas service for e-commerce platforms is preferred.

工作职责

1、参与制定并执行服务体验策略，提升客户满意度和忠诚度，确保服务目标的达成。
2、基于客户满意度（CSAT/NPS）指标体系，通过数据分析，识别体验痛点并提出改进措施，优化体验链路。
3、协同产品、供应链、物流、市场等部门，推动服务流程标准化与效率提升。
4、设计并实施适配多语言/多时区服务SOP，客户体验项目，推动产品和服务的迭代升级。
5、探索AI服务工作、自助系统等数字化解决方案，提升服务效能。

1、Participate in formulating and executing service experience strategies to enhance customer satisfaction and loyalty, ensuring service objectives are met.
2、Analyze data based on CSAT/NPS metrics to identify pain points and propose improvement measures, optimizing the customer experience journey.
3、Collaborate with product, supply chain, logistics, and marketing departments to promote standardization and efficiency in service processes.
4、Design and implement multi-language/multi-timezone service SOPs and customer experience projects, driving product and service iteration upgrades.
5、Explore AI-driven service operations, self-service systems, and other digital solutions to enhance service efficiency.