Department Operations
LevelExperienced (Individual Contributor)
LocationVietnam - Ho Chi Minh City
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
About the Team:
As we move into the AI-driven era, chatbot is a key lever to enhance both operational efficiency and user experience. We are seeking a proactive, analytical, and technically-minded Chatbot Solutions Associate to join our team. In this role, you will be responsible for designing, implementing, and optimizing chatbot solutions to support our business needs. You will collaborate closely with cross-functional teams to ensure that chatbot systems are scalable, efficient, and aligned with user expectations and organizational goals.
Job Description:
- Own the quality and performance of the Chatbot, measured through defined KPI metrics.
- Conduct daily testing and system checks to ensure stable Chatbot performance; collaborate with Reg/ Product teams to identify and resolve bugs promptly
- Manage and maintain the User Intents Knowledge Base, including creating new intents and regularly updating existing ones
- Craft engaging and informative chatbot scripts to improve user engagement and promote self-service adoption
- Analyze chatbot usage data to identify performance gaps or limitations, investigate root causes, and propose enhancement plans including product/ feature development
- Oversee the full Product Development Life Cycle (PDLC), from ideation to launch and continuous improvement
- Prepare performance and operational reports as required
- Support the team leader with additional tasks and initiatives as assigned
Requirements:
- Experience in the E-commerce or retail industries.
- Basic knowledge of LLM, Machine Learning.
- Good analytical and logical thinking skills with the ability to break down complex problems into manageable components
- Good data-driven mindset and can make decisions based on Chatbot data performance.
- Strong system/Knowledge Base management/configuration
- Proactively engage, influence, and collaborate with stakeholders and cross-functional teams
- Ability to use Gsheet, Excel, PowerPoint, and other working systems.
- Good time management skills are needed to handle multiple tasks and quickly adapt to a fast-paced environment.
- Self-motivated & has a passion for learning modern technologies, especially AI
- Excellent written and verbal communication skills in English.