Customer Service Strategy & Operation Specialist

【About JD.com】

JD.com (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, JD.com 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, JD.com 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, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com 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:

About the Role: AI Customer Service Strategy & Operation Specialist

We are seeking a strategic and data-savvy expert to orchestrate our intelligent customer service ecosystem. This role is pivotal in designing and optimizing the seamless integration of AI-powered self-service and human-assisted support. Your mission will be to develop efficient, scalable service strategies that control costs while continuously enhancing customer satisfaction in our European markets, directly impacting operational efficiency and service quality.

Key Responsibilities:

• Unified Service Strategy Design: Develop and implement collaborative service strategies for AI and human agents, including but not limited to routing rules, escalation mechanisms, and priority response protocols, to reduce operational costs and improve user satisfaction.
• Personalized Service Experience Design: Design differentiated service pathways based on comprehensive user profiles (e.g., age, channel preference, issue type), with a focus on enhancing the experience for VIP customers and complex scenarios.
• Data-Driven Closed-Loop Optimization: Drive the full integration of data from both AI and human service touchpoints to build a closed-loop optimization system. Conduct in-depth root cause analysis of escalations to human agents and formulate effective service recovery and experience enhancement strategies.
• Performance Monitoring & Experimental Analysis: Monitor core service metrics (e.g., First Contact Resolution rate, Escalation Rate, Customer Satisfaction score). Utilize A/B testing and session data analysis to identify service gaps, then propose and drive the implementation of improvement plans.
• Knowledge Base Evolution Mechanism: Establish a continuous optimization mechanism for the AI knowledge base. Iterate on Q&A content and refine intent recognition models based on user feedback and business changes to ensure accuracy and intelligence.
• Strategic Value Reporting: Produce periodic operational reports that include service cost comparisons, staff efficiency analysis, and ROI calculations to quantify value and support business decision-making.

Qualifications & Experience:

• Bachelor's degree or higher.
• A minimum of 3 years of experience in customer service operations, with end-to-end experience in intelligent customer service systems and Strong NLP knowledge background
• Proficiency in using SQL and Excel for data analysis, with knowledge and practical mastery of established data analysis methodologies.
• Fluency in English is mandatory.
• Familiarity with customer service workflows and key performance indicators (e.g., SLA, Average Response Time - ART, First Contact Resolution - FCR), backed by a proven track record of successful service strategy design.
• Exceptional logical thinking and problem-solving skills, with the ability to identify root causes through data and propose viable solutions.
• Proficiency in using tools like Axure or Visio to create service flow diagrams, coupled with outstanding cross-departmental communication and resource coordination skills.

Ideal Profile & Competencies:

• Proactive & Strategic: A self-motivated thinker who can operate independently in a dynamic environment.
• Collaborative Influencer: Excellent cross-departmental communication and coordination skills, capable of influencing stakeholders and driving projects to completion.