Your responsibilities include:

• Responsible for developing, maintaining and enhancing the process & SOP for better customer experience across the region.
• Management of customer experience processes and coordinate with all the local countries for compliance and align with all the stakeholders.
• Align the chatbot SOP with agent SOP to increase the efficiency of overall SOP maintenance and governance.
• Collaborate with cross functional teams including performance team, insights, data, strategy and product teams.
• Identify gaps and derive plans to improve processes driven by quantitively and qualitative analysis.
• Support CRM system-related projects including product launch, system configurations and continuous performance monitoring.
• Support other cross-functional system & process projects.

You would best fit this role if you:

• At least 3-5 years of experience in Customer Experience or Customer Service field, preferably in a Contact Centre environment. Having worked in tech/ startup/ consulting/ AI/ product roles is advantageous.
• Bachelor’s Degree in Business, IT, Engineering or equivalent.
• Proven experience in project management or process management related to digital product. Technical knowledge in managing Contact Centre applications is beneficial.
• Ability to work cross functionally – proven record in successfully obtaining buy-ins from management.
• Strong communication skills, be a people person who listens and understands to the team and different business units.
• Deep knowledge in the customer experience industry standards, usability, trends in design and experience optimization.
• Organized and structured in keeping track of project progress and documentation.
• Experience in Agile project management and JIRA (or equivalent) is strongly preferred.

What we offer:

• International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth
• A platform to learn from Alibaba’s world-leading ecosystem
• Rigorous training and exposure in team management, leadership, business analytics, and operations
• An opportunity to train the next generation of business leaders in the ‘tech’ industry
• Competitive salary and incentive package