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 Solutions Program Manager to drive aftersales service strategy, deliver end-to-end automation solutions, and enhance model performance to continuously improve the overall aftersales service experience.

Responsibilities

1. Chatbot Experience Strategy & Gap Identification
   • Analyze chatbot performance data, user journeys, and feedback signals to identify key experience gaps and resolution bottlenecks.
   • Develop prioritization frameworks to determine the hi...