Job Description

E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.We are looking for a Service Automation Program Manager (L3 Auto Pilot) to analyze customer behaviour and design L3 Auto Pilot Service strategies tailored to unique challenges and opportunities. The role will focus on improving L3 Auto Pilot coverage and AI completion to improve the customer experience while ensuring efficiency. L3 Auto Pilot means AI hosting service, and human agents only do supervision.What will you do Analyze customer behaviour and data performance, establishing L3 Auto Pilot Service strategies that aligns with region-specific market trends and challenges.Conduct competitor analysis to identify capability gaps that need to be addressed across the end-to-end L3 operation process.Collaborate with algorithm and product teams to enhance LLM model and operation management platform capabilities, tailored to the diverse markets within the region.