Head Of Artificial Intelligence (Customer Care - Chatbot)-In...

Job Description

Location: Indonesia Department: Customer Service Location: Indonesia Job Description 1. Define and implement Local Customer Care Technology Strategy, especially Artificial Intelligence applied technology
2. Monitor and Drive resolution and experience of our Chatbots
3. Lead a team of AI Trainers under the Customer Care team
4. Work with Alibaba and Lazada teams to optimize agent experience in terms of retention and productivity
5. Collaborate with local IT and BPO IT to ensure interaction between customers and agents is smooth, regardless of their location
6. Own the requirements/tests repository to ensure every new launches always meet this minimum requirements (e.g. zero regression)
Job Requirements 1. Minimum 5 years of experience in Customer Experience management, in consulting, ecommerce, banking or technology industry.
2. Minimum 3 years of project management experience (PMP, six sigma..) with strong sense of business acumen.
3. Education min.S1
4. Able to think big, act small and scale fast - driving initiatives from concept to execution
5. Strong data insight skills understand data insights and drive actionable change
6. Excellent English written and verbal communication skills.
7. Skilled in both SQL and Python (preferred)