Responsibilities:

• Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and user satisfaction

• Become an expert and drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products

• Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs

• Construct and maintain knowledge base which align to local market needs/ customization

• Conduct user testing and support rollout for new features in local context

• Instruct AI model through annotation and prompt engineering

• Proposing and tracking key indicators and evaluation metrics of Customer Care and AI products

• Connecting technology, products, operations and other teams to drive for business changes

• Providing reports and analysis
  
  

Qualifications:

• A well-rounded professional with 1-3 years of working experience relating to product operations, business analytics, or eCommerce operations

• Bachelor's degree in engineering/computing/business/economics from a top university is a plus

• Strong analytical and problem-solving skills with the ability to use data to make informed decisions

• Proficiency in both written and verbal communication in both Thai and English is essential

• Familiar with agile methodologies

• Self-motivated, results-oriented individual with the ability to progress multiple projects concurrently

• Strong interest and belief in AI technology