Key Tasks & Responsibilities
- Become an in-depth expert on Lazada’s proprietary buyer chatbot and voicebot products, ensuring a comprehensive understanding of their functionalities and impact
- Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction
- Drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products
- Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs
- Construct and maintain knowledge base which align to local Philipplines market needs/ customization
- Instruct AI model through annotation and prompt engineering
- Proposing and tracking key indicators and evaluation metrics of CC and AI products
- Connecting technology, products, operations and other teams to drive for business changes
- Providing reports and analysis

Qualifications & Skills
- Fluent in English written and verbal communications skills is a must
- Business knowledge: 3+ years of experience relating to operating AI chatbot or voicebot or eCommerce operations
- Strong learning ability, self-motivation, benchmarking and analytical skills to analyze significant amounts of data with a high level of accuracy, familiar with Excel and always maintaining attention to detail
- Strong user-centric mindset, with the ability to understand user needs and pain points through various methods
- Great interpersonal, communication and presentation skills
- Demonstrated ability to implement process and identify continuous improvement opportunities
- Ability to work in a fast-paced environment where priorities change often
- Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is a plus
- Experience on MLOps and understanding on current LLM trend is a plus