消费者服务运营专家-抖音电商
Core
Monitor service quality, efficiency, and costs; design and optimize consumer service workflows and SOPs; drive cross-functional projects to improve service capabilities and user experience.
Role type
Senior service operations specialist (e-commerce)
Builds
Optimized service workflows, standardized SOPs, knowledge bases, and automated service tools
Domain
E-commerce / Consumer Services
Deliverable
dashboards & analysis
Required skills
Data analysis and modeling, Process optimization, Cross-functional project management, Stakeholder collaboration, Problem-solving, Strategic planning
Preferred skills
Intelligent operations awareness, AI/automation application, User journey mapping
Technologies
Data visualization tools, Knowledge management systems, AI/automation platforms
Responsibilities
Monitor service KPIs (resolution rate, handling time, satisfaction) and identify bottlenecks; Design and optimize service linkages and standard operating procedures; Lead专项治理 (special governance) for key business scenarios to improve experience; Collaborate with product, R&D, and vendor teams to drive service capability construction; Optimize knowledge bases, service strategies, and organizational resource allocation.