Global E-Commerce - Service Delivery Program Manager

岗位职责 / Responsibilities

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Service Operations team, part of the SEA GNE organization, delivers trustworthy and excellent service experiences for every user.

Reporting to the Service Delivery Lead, the Service Delivery PM is the human in the loop; leveraging automation, AI-driven insights, and scalable processes to drive continuous improvement in service quality, knowledge accuracy, and agent proficiency for their assigned country market. This role has end-to-end service delivery excellence: from identifying gaps through data and automation, to designing and executing interventions, to measuring outcomes and iterating.

Responsibilities

- Serve as the primary country domain owner for operational issue management, coordinating fast resolution for our users, across internal cross-functional teams and BPO partners.

- Define and execute country-level service delivery strategy across quality assurance, knowledge management, training, and operational improvement.

- Own country-level operational quality scorecards, track performance against targets, and proactively escalate risks with recommended actions.

- Identify and help scale AI-enabled solutions working with regional service solutions team, such as chatbot, intelligent routing, automated QA, and knowledge automation.

- Use AI-powered tools, automation, dashboards, and quality monitoring data to identify service gaps, risks, fatal errors, and coaching opportunities.

- Act as the human-in-the-loop to validate AI insights, prioritize interventions, and ensure automation outputs meet quality, accuracy, and safety standards.

- Lead root cause analysis on quality failures, repeat contacts, escalation patterns, and contact drivers to improve service outcomes.

- Design and implement scalable QA processes, audit frameworks, coaching mechanisms, and performance monitoring systems.

- Partner with Regional Solutions, Product, Policy, BPO teams, and other stakeholders to close knowledge gaps and improve first-contact resolution.

- Analyze user feedback and operational data to redesign inefficient workflows and drive automation-first process improvements.

- Drive BPO performance, working closely with Partner Operations Manager using audit results, knowledge assessments, and performance metrics.

任职要求 / Requirements

Minimum Qualifications

- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service.

- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).

- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.

- Experience working with BPO partners, including performance management, coaching, and training.

- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualifications

- Ideally spanning more than one of these disciplines.

- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).

- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.

- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.

- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.