阿里巴巴LAZADA-Customer Care Product Operation Leader-客服系统产品运营负责人

1. Lead product operations for Lazada's customer care service, driving business objectives by optimizing service capabilities, enhancing user experience, and reducing costs. 2. Identify localized needs through data analysis and market insights across Southeast Asia. Improve customer care service processes aligned with regional strategies. 3. Collaborate with cross-functional teams (business operations, tech, design) to initiate, implement, and iteratively optimize product strategies through post-launch performance analysis.

Growth Strategy & Business Performance: In partnership with the GCR Activation team and the Activation GTM Leader, you will execute Cloud & AI Platforms (CAIP) solution plays to enhance ACR performance in partnership with Solution Play GTM teams. Responsible for new pipeline creation, addressing pipeline gaps by OU/segment, and implementing global strategies relevantly for your Area/Subsidiaries, including FY26 CAIP program performance.   Sales Activation: In partnership with the GCR Activation team and the Activation GTM Leader, lead end-to-end solution play field activation to win customers across the CAIP solution plays including X-CSA plays such as Agentic. Resolve blockers and influence strategic improvements through field feedback loops. Partner closely with the Solution Play GTM teams and Area GTM ICs to deliver field readiness and skilling as well as capture and share insights on customer wins/losses, compete trends, and partner feedback.   Demand Generation: In partnership with the GCR Activation team and the Activation GTM Leader, align and orchestrate the execution of CAIP marketing plan with Integrated Marketing Managers (IMM), Area GTM ICs and Partner roles.​ Push for signal conversion to create pipe and ensure successful customer targeting events. Provide content input and shape agendas to amplify CAIP priorities. ​   Product Leadership: Act as a strong Azure and CAIP solutions advocate by demonstrating thought leadership externally with customers and partners, and internally with Corp. Champion local needs and insights to shape global product strategy, roadmap, and readiness through structured feedback loops. Understand industry trends, challenges, and regulatory requirements.​   MACC + Unified Stewardship: Steward MACC by advancing acquisition strategy, expanding the scope of workloads in the MACCs, accelerating ACR via Unified, expanding Unified accounts and driving data-driven optimization.​ Partner strongly with GCR Activation Director and the Activation GTM Leader to drive improvement in MACC penetration significantly.   Operational Excellence: Partner closely with Regional and Area Sales Excellence and Sales Operations to drive sales discipline, pipeline creation and acceleration, and MCEM orchestration. Promote consistent use of programs and investments as well as standardized services and tools in the field sales teams. Partner with Area Activation Director to drive a connected ROB that tracks end-to-end business health, aligning sales and marketing insights with Corp through VSU, IAP, and other key cadences.​   You will exemplify Microsoft Values, Culture, Leadership Principles and create clarity by creating a shared understanding.

• Engage with customer IT and business leaders to understand their application, data, and AI priorities, and design secure, scalable solutions that drive business value and customer satisfaction. • Lead technical engagements across architecture design, Proof of Concepts (POCs), and Minimum Viable Products (MVPs) to accelerate adoption of Azure AI, App Services, GitHub, and data platforms. • Own the end-to-end technical delivery results, ensuring completeness and accuracy of consumption and customer success plans in collaboration with the CSAM. • Drive next best actions and generate incremental pipeline from each engagement, aligning with Unified Enterprise Support (ES) priorities. • Deliver repeatable intellectual property (IP) and contribute to centralized IP development to accelerate deployment and achieve targeted outcomes. • Provide delivery oversight and escalation support for key Factory engagements across AI and App Innovation projects. • Lead the health, resiliency, security, and optimization of mission-critical workloads, ensuring readiness for production-scale AI use cases. • Act as the Voice of the Customer by sharing insights and feedback with engineering teams to influence product improvements and remove adoption blockers. • Support customer skilling through technical workshops, readiness activities, and recommendations that ensure solution performance, maintainability, and reliability. • Maintain deep technical expertise and stay current with Azure, AI, GitHub, and cloud-native development trends, while contributing to internal and external technical communities. • Be accredited and certified to deliver with advanced and expert-level proficiency in priority workloads including Azure AI Foundry, AKS, App Service, Cosmos DB, Azure SQL, PostgreSQL, APIM, and GitHub. • Demonstrate a growth mindset by continuously aligning your skills to customer needs, contributing to knowledge sharing, and mentoring others to accelerate customer outcomes.

• Engage with customer IT and business leaders to understand their application, data, and AI priorities, and design secure, scalable solutions that drive business value and customer satisfaction. • Lead technical engagements across architecture design, Proof of Concepts (POCs), and Minimum Viable Products (MVPs) to accelerate adoption of Azure AI, App Services, GitHub, and data platforms. • Own the end-to-end technical delivery results, ensuring completeness and accuracy of consumption and customer success plans in collaboration with the CSAM. • Drive next best actions and generate incremental pipeline from each engagement, aligning with Unified Enterprise Support (ES) priorities. • Deliver repeatable intellectual property (IP) and contribute to centralized IP development to accelerate deployment and achieve targeted outcomes. • Provide delivery oversight and escalation support for key Factory engagements across AI and App Innovation projects. • Lead the health, resiliency, security, and optimization of mission-critical workloads, ensuring readiness for production-scale AI use cases. • Act as the Voice of the Customer by sharing insights and feedback with engineering teams to influence product improvements and remove adoption blockers. • Support customer skilling through technical workshops, readiness activities, and recommendations that ensure solution performance, maintainability, and reliability. • Maintain deep technical expertise and stay current with Azure, AI, GitHub, and cloud-native development trends, while contributing to internal and external technical communities. • Be accredited and certified to deliver with advanced and expert-level proficiency in priority workloads including Azure AI Foundry, AKS, App Service, Cosmos DB, Azure SQL, PostgreSQL, APIM, and GitHub. • Demonstrate a growth mindset by continuously aligning your skills to customer needs, contributing to knowledge sharing, and mentoring others to accelerate customer outcomes.