【About 】
(NASDAQ: JD and HKEX: 9618), also known as JINGDONG, has evolved from a pioneering e-commerce platform into a leading technology and service provider with supply chain at its core. Renowned for its supply chain innovation and excellence, has expanded into sectors including retail, technology, logistics, healthcare, and more, aiming to transform traditional business models with cutting-edge digital solutions. Ranked 47th on the Fortune Global 500, is China's largest retailer by revenue.
【Our International Business】
We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, continues to expand in markets where our competitive strengths shine. Currently, operates globally, with business activities in countries such as China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, and many others, reaching customers in every corner of the world.
Learn more about us:
服务工具产品经理(全链路及智能客服方向)
地点:北京
职责描述:
- 作为业务方产品接口人,对接各模块产研团队,推动自研工作台从0到1落地;
- 重构
客服
操作界面,优化
工单
处理、知识库调用及跨系统跳转等功能体验; - 开发实时辅助模块(如话术推荐、规则提示),提升全流程处理效率;
- 打通"咨询-质检-复盘"闭环,消除系统断点,提升自动转工单率;
- 建立数据监控机制,跟踪智能工具效能,驱动资源调配与优化;
- 分析用户行为,制定智能策略产品实现路径并推动落地;
- 负责
智能客服
系统规划,设计多语言意图识别、自动判责、知识库推荐等核心功能; - 构建智能
路由
体系,根据用户属性、问题类型、语言偏好及历史服务数据动态分配人工客服。
任职要求:
- 5年以上跨境业务客服全链路工具产品设计经验,需主导过
CRM
、工单系统、质检平台中至少两类系统设计,具备智能客服系统产品经验; - 精通客服工作流痛
点诊
断,能够提供
用户旅程地图
样例,熟悉B端工具设计规范; - 熟练掌握
SQL
、Excel、Tableau等
数据分析
工具,具备优秀的数据敏感度和结构化思维能力; - 深入理解跨境客服流程(如多语言支持、时区排班等挑战),英语听说读写流利。
Product Manager – Service Tools (Full-Process & Intelligent Customer Service)
Location:
Beijing
Responsibilities:
- Act as the business-side product liaison, collaborating with R&D teams across modules to drive the implementation of the in-house customer service workstation from concept (0) to launch (1).
- Redesign the customer service interface to optimize experiences in ticket handling, knowledge base utilization, and cross-system navigation.
- Develop real-time assistance modules (e.g., script recommendations, rule prompts) to improve end-to-end processing efficiency.
- Integrate the "Consultation–Quality Check–Review" closed loop, eliminating system breakpoints and increasing the rate of automated ticket generation.
- Establish data monitoring mechanisms to track the effectiveness of intelligent tools, guiding resource allocation and optimization; analyze user behavior to design and implement intelligent strategy roadmaps.
- Lead the planning of intelligent customer service systems, designing core features such as multilingual intent recognition, automated responsibility attribution, and knowledge base recommendations.
- Build an intelligent routing framework that dynamically allocates agents based on user attributes, issue type, language preferences, and historical service data.
Requirements:
- Minimum 5 years of experience in designing full-process customer service tools for cross-border business, with proven leadership in at least two system designs (e.g., CRM, ticketing systems, quality inspection platforms), plus hands-on experience in intelligent customer service products.
- Strong expertise in diagnosing pain points in customer service workflows, with the ability to provide sample customer journey maps; familiarity with B-end (enterprise) tool design standards.
- Proficient in SQL, Excel, Tableau, and other data analysis tools; excellent data sensitivity and structured thinking skills.
- Deep understanding of cross-border customer service processes (e.g., multilingual support, time zone scheduling challenges); fluent in English (listening, speaking, reading, and writing).
What We Offer:
- The exciting opportunity to shape category strategies and contribute to the growth of a new and dynamic e-commerce business.
- A diverse, inclusive work environment, where you can make a significant impact on 's regional presence.
- A competitive salary and benefits package, including health insurance, pension, and performance bonuses.
is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.