Team & Role Introduction
Lazada Customer Care leverages on a suite of customer-facing products, designed to provide an enhanced customer experience ranging from chatbot, live chat and social media channels.
To meet the increasing demands of daily operations for these customer-facing tools, we need a Regional Product Operations Analyst to provide operational support throughout product development lifecycle and ensuring the success across key products from Lazada’s e-commerce solutions.
Reporting to the Customer Care Regional Product Operations Lead, the Regional Product Operations Analyst’s job is to improve the agent inhouse proprietary CRM tool (Xspace) experience.

Responsibilities
• Become an expert on Lazada inhouse proprietary CRM tool (Xspace) product
• Be the voice of our agents; empathize and understand their challenges and problems, and suggest useful solutions based on domain expertise
• Coordinate with local PICs on new requirements & maintenance of product performance
• Develop and maintain operational processes for all requirements and enhancements.
• Collaborate and work closely with regional product managers to ensure product asks are prioritized and built according to defined requirements
• Use project management methodologies to manage the product development lifecycle, including planning, execution, monitoring and control
• Collaboration with Customer Experience team to gather new requirements & refine business requirements for new domain enhancements
• Work with Training team to create programs and materials for agents to adhere to new use cases and SOPs
• Connecting technology, products, operations and other teams to drive for business change
• Conduct user interviews with agents

• A well-rounded professional with 3+ years of working experience relating to product management, product operations or eCommerce operations
• Bachelor’s degree in engineering/computing/business/economics from a top university is a plus.
• Strong analytical and problem-solving skills with the ability to use data to make informed decisions
• Has knowledge and experience in using agent CRM tools (Salesforce or Zendesk or relevant CRM tool) and use cases in customer service
• Familiar with agile methodologies and product management tools such as Jira and Confluence
• Ability to manage multiple projects simultaneously and prioritize tasks effectively
• Willingness to travel within ASEAN and China
• Ability to speak Mandarin and/or ASEAN language will be strongly considered