Responsibilities
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a Service Strategy and Planning PM for Customer service to manage the chatbot operation to improve the customer experience, and drive continuous improvement together with cross functional teams.
Roles & Responsibilities
- Design detailed chatbot service strategies for customer support, defining chatbot interaction policies, processes, and automated solution capabilities.
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- Develop and maintain a standardized chatbot service framework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by PE and cross-functional teams.
- Implement Level 3 intelligent tagging systems and design corresponding automated actions to resolve customer inquiries effectively and efficiently.
- Define and expand the automated action library, creating new solutions and capabilities to enhance chatbot-driven customer support.
- Work collaboratively with Logistics, Product and Algorithm teams to ensure chatbot automation solutions align with external policies and requirements.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines.
- 5+ years of experience in chatbot design, automation service strategy, or customer support roles.
- Proven analytical skills, particularly in chatbot performance metrics (CSAT, FCR, Resolution Rate) and intelligent tagging systems.
- Experience implementing automated chatbot solutions and intelligent classification systems.
- Excellent communication and cross-team collaboration skills.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $104711 - $192533 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.