Alibaba Group Head of Technology
hace 2 semanas
The role - Alibaba Group is seeking a Head of Technology & Product, Europe under the Customer Care function. - The person will be responsible to drive the self-service adoption to provide service excellence and an enhanced customer experience via chatbot, live chat, social media channels, etc. - This position will be based in Paris (France), reporting to the Head of Customer Care, Europe. Key Responsibilities (but not limited to): - Partner with Group CCO, Head of Customer Care, Europe and Regional Head of Self-Service to provide customer-facing tools and products for the Customer Care function in Alibaba Group Europe. - Coordinate and implement technical solutions, tools & initiatives (e.g. live chat) to engage with customers and prospects across social media channels and other platforms. - Collaborate with business users to understand critical business requirements, and provide process & technology solutions to resolve issues. - Accountable to reduce contact per order, direct customers to the most productive channels and achieve optimal cost for agents to serve customers and sellers. - Responsible for ensuring technology and product tools’ service level targets and key performance indicators are met. - Ensure post-launch support of technology solutions is managed efficiently, including license management and tech support - Represent the Technology & Product function under Customer Care within the region, in particularly with internal (product, commercial, support teams) and external stakeholders. - Effectively manage and collaborate the region’s strategy in alignment with the Group’s objectives.
- Minimum Degree required. - At least 5 years’ experience working experience in driving product/program launches in Technology/Customer Service/e-Commerce sectors. Exposure to South-East Asia (SEA) market is an added advantage. - Familiar with artificial intelligence, programming/software development concepts. - Strong project management & change management experience to manage cross-functional teams in implementation of complex process and technology changes. PMP certification will be strongly considered. - Analytical, good problem-solving experience, and able to work under pressure. - Strong communicator with all levels of stakeholders. - Customer-centric mindset, good team player, and embrace a collaborative and open working culture. - Self-motivated, and has the desire to push for changes which create impact and value for the organization. - Ability to thrive in a fast-paced, rapidly-changing business, and relatively unstructured environment. - Able to travel for business to SEA & China. - Fluent in French & English.
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