服务策略运营-体验与服务
Core
Design and iterate artificial service delivery processes, build service knowledge systems, manage quality and training, and plan resource allocation to ensure stable service delivery.
Role type
Senior Service Strategy & Operations Manager
Builds
Service delivery workflows, knowledge bases, quality assurance frameworks, and resource planning systems
Domain
Customer Service Operations / Process Optimization
Required skills
Service process design, Knowledge management, Quality assurance, Resource planning, Data analysis, Cross-functional project management
Preferred skills
Product thinking, AI/LLM integration for efficiency, End-to-end process optimization, Complex scenario problem solving
Technologies
Large language models, AI efficiency tools, Resource planning systems
Responsibilities
Design and iterate service delivery workflows from intake to closure; Build and maintain service knowledge bases and standard operating procedures; Establish quality management standards and training mechanisms; Forecast business volume and labor needs to optimize resource allocation; Coordinate with delivery and vendor teams to ensure stable service delivery during major events.
Seniority
Senior, hands-on IC
