Job Description
As a core member of the customer service product team, you will lead the full lifecycle design and development of customer service solutions. This includes conducting in-depth requirement analysis to align product features with business objectives, creating comprehensive product roadmaps that incorporate user-centric design principles, and overseeing the implementation of both front-end and back-end systems to ensure seamless integration. You will also focus on optimizing daily work scenarios by developing standardized online processes, designing efficiency-enhancing empowerment tools, and implementing intelligent analysis systems that support data-driven decision-making. The role requires close collaboration with cross-functional teams to enhance the overall service capabilities of the business team and improve customer satisfaction through innovative solutions.
Key Responsibilities
- Lead the design and development of customer service products, covering requirement analysis, product planning, functional design, and implementation oversight for both front-end and back-end systems.
- Develop and optimize standardized online processes to streamline business operations, while creating intelligent tools that enhance efficiency and support data-driven decision-making for daily work scenarios.
- Collaborate with internal business teams to improve integration processes, ensuring that products are aligned with organizational goals and enhance team performance in customer service.
- Coordinate with external suppliers to propose optimization requirements, track implementation progress, and ensure timely delivery of projects that support business objectives.
- Ensure the implementation of company-level customer service platform scenarios, including C-end APP/web online customer service, intelligent customer service robots, self-service portals, and work order management systems.
- Continuously evaluate and refine product features to meet evolving business needs, while maintaining a focus on user experience and technical feasibility.
- Provide technical guidance and support to cross-functional teams during product development, ensuring alignment with company standards and strategic priorities.
- Monitor product performance metrics and customer feedback to identify areas for improvement, driving iterative enhancements to service capabilities and system efficiency.
- Develop documentation and training materials to support the adoption of new tools and processes, ensuring smooth onboarding for business participants.
- Stay updated on industry trends and emerging technologies to identify opportunities for innovation in customer service solutions.
Job Requirements
- Proven experience in product design and development, with a strong background in customer service systems and software solutions.
- Excellent understanding of both front-end and back-end technologies, including web development frameworks, API integration, and database management systems.
- Strong analytical skills to translate business requirements into technical specifications and design solutions that meet user needs.
- Ability to collaborate effectively with cross-functional teams, including business stakeholders, developers, and operations personnel.
- Proficiency in project management methodologies to ensure timely delivery of projects while maintaining quality standards.
- Knowledge of customer service automation tools and AI technologies, such as chatbots and self-service platforms, to enhance service capabilities.
- Excellent communication skills to present technical concepts to non-technical stakeholders and document processes for internal teams.
- Ability to work independently and take ownership of product development initiatives while supporting team collaboration.
- Strong problem-solving skills to address technical challenges and optimize system performance for business needs.
- Experience with agile development processes and iterative product design to adapt to changing requirements and market conditions.
- Knowledge of customer service metrics and KPIs to evaluate product effectiveness and drive continuous improvement.
- Ability to develop and maintain technical documentation, including user manuals, API specifications, and system architecture diagrams.
- Strong attention to detail to ensure accuracy in requirement analysis, design documentation, and system implementation.
- Experience with cloud-based platforms and scalable system architectures to support growing customer service demands.
- Ability to conduct user research and usability testing to refine product features and improve user experience.
- Knowledge of data analytics tools and techniques to support intelligent decision-making in customer service operations.
- Strong organizational skills to manage multiple projects simultaneously and prioritize tasks based on business impact.
- Ability to develop and implement training programs for business teams to ensure effective use of new tools and processes.
- Experience with customer service automation frameworks and AI integration to enhance service efficiency and reduce manual workload.
