Why Join Us

Roles & Responsibilities

• Partner with product, engineering, and data science teams to develop and execute a chatbot roadmap
• Lead an ~eight person automation team responsible for configuring chatbot flows and workstreams
• Guide the team with methodology to continuously find opportunities for automation experience improvement;
• Set the proper and broad insight for the team by internal data analysis and external industry benchmark;
• Manage team OKR by coaching and providing guidance to ensure the target is achieved;
• Set strong collaboration with cross function stakeholders, and drive success for US automation;
• Optimize the existing workflow and improve the entire working efficiency within the team;
• Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving customer experience.

Minimum Qualifications

• 5 years' related working experience working with chatbots and automation systems within a customer support organizatoin
• Deep knowledge of conversational design industry and best practices.
• Experience working with large language models (LLMs) to predict and resolve support issues
• Expertise in project design, communication skills, driving for results and managing changes.
• Strong data analysis skills, and can use the data to define the direction;
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
• Strong ownership and a team player, always focused on delivering results with high standards.

Preferred Qualifications

• Fluency in Mandarin is preferred to facilitate communication with cross-functional partners, thereby enhancing the effectiveness of the role in navigating diverse cultural landscapes
• Ability to attend some night-time meetings including occasional weekend coverage for high-level escalations as needed.