Responsibilities

About the Team E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally. We are looking for Service Automation Solutions Program Manager to drive aftersales service strategy, deliver end-to-end automation solutions, and enhance model performance to continuously improve the overall aftersales service experience. - End-to-end SOP Ownership: Lead the drafting, alignment, and finalization of aftersales SOPs by partnering closely with cross-functional teams to ensure clarity, feasibility, and compliance across all regions. - Scenario Design & Expansion: Translate business strategy and policy requirements into scalable automation scenarios, evolving from traditional knowledge-based flows to LLM-driven intelligent workflows. - Automation Release Management: Drive the full lifecycle of aftersales automation releases, including requirement definition, tool readiness checks, model capability validation, scenario testing, and launch governance, to ensure every release is equipped with the necessary tools, algorithms, and feature support. - Quality Monitoring & Continuous Optimization: Monitor model performance, resolution rate, abnormal model behavior, and quality metrics; proactively diagnose root causes through case deep-dives; refine SOP logic and collaborate with relevant teams to resolve issues promptly. - Model Capability Enhancement: Work closely with Algorithm teams to identify gaps, gather real-case signals, and support iterative improvements of model capabilities (e.g., evidence judgment, scenario identification), enabling higher coverage and more accurate aftersales automation. - Operational Maintenance: Oversee the ongoing operation of existing scenarios including routing rule updates, scenario recalibration, and cross-regional consistency maintenance, ensuring reliable automation performance. - Insights & Opportunity Identification: Analyze business trends, pain points, and case patterns to uncover new opportunities for aftersales automation, efficiency improvement, and customer/merchant experience enhancement.

Qualifications

Minimum Qualifications - Bachelor's degree or above. - Relevant experience in self-service, chatbot or automation-related working experience. - Expertise in project design, data analysis, communication skills, driving for results, and managing change. - Strong analytical and data-driven mindset; able to identify root causes, issue resolution, and working in a deadline-driven environment, attention to detail, and multitasking. - Strong understanding of large language models (LLMs), prompt engineering techniques, and AI-driven automation frameworks. - Excellent communication and stakeholder-management skills, with experience working across regions and cross-functional teams. Preferred Qualifications - Additional certifications or advanced degrees related to automation or relevant fields. - Highly organized and detail-oriented with a proactive work-style. - Flexibility in cross-time zone and regional cooperation. - Experience in eCommerce marketplaces is a plus.

Job Information