AI Manager EN SHACC ALL (MJ029149)

Job Responsibilities：

Analyze business scenarios and customer needs to design customer service solutions. Enhance the experience by leveraging the characteristics of LLM (Large Language Model) technology through methods such as intent design, scenario resolution capability design, and human-like communication.

Establish an operational evaluation system. Identify user experience pain points by drilling down into metrics like customer satisfaction and resolution rate from the user's perspective, pinpoint the root causes of issues, and develop solutions.

Collaborate with algorithm and product teams to continuously optimize dialogue effectiveness through techniques such as prompt engineering iteration, context memory strategies, and model fine-tuning, driving functional upgrades of large models in customer service scenarios (e.g., multi-language support, multimodal interaction).

Proactively learn from external exemplary cases and formulate plans to iteratively upgrade service experiences by adopting industry best practices through business exchanges and collaboration with partner vendors.

Led the team in the iteration of the AI service system and achieved optimized results.

Job Requirements:

At least 8-year working experience related to product operation and(or) product management.

Deeply understand business and user demands, and design LLM-driven human-like dialogue solutions to meet user needs, ensuring a closed-loop resolution of user demands and a smooth user experience.

Possess knowledge of LLM technology, understand the working principles, application trends, and optimization methods of LLM, and translate business needs into model-comprehensible and technically executable business solutions.

Have global experience and multi-language operational capabilities, familiar with user habits and compliance requirements in different regions (such as GDPR/CCPA), ensuring content safety.

Be result-driven with a strong sense of ownership. Proactively locate issues and explore opportunities using metrics and case studies. Actively track LLM technology iterations and application trends.

Have practical experience in LLM customer service industry projects, solid knowledge of business transition (from NLP to LLM).

Proven ability to manage and develop high-performing teams.

岗位职责

分析业务场景与客户需求，设计智能服务解决方案；通过意图设计、场景解决能力设计、拟人化沟通等方式，结合大语言模型（LLM）技术提升用户体验。

搭建运营评估体系，从用户视角深挖客户满意度、问题解决率等指标，定位体验痛点与问题根源并制定解决方案。

协同算法、产品团队，通过提示词工程迭代、上下文记忆策略、模型微调等方式持续优化对话效果，推动大模型在客服场景的功能升级（如多语言支持、多模态交互）。

主动学习外部标杆案例，通过业务交流与合作伙伴对接，引入行业最佳实践，制定服务体验迭代升级方案。

带领团队完成 AI 服务体系迭代，达成优化目标。

任职要求

8 年及以上产品运营或产品管理相关工作经验。

深刻理解业务与用户需求，能设计基于大语言模型的拟人化对话方案，实现用户需求闭环解决与流畅体验。

掌握大语言模型相关知识，理解其工作原理、应用趋势与优化方法，可将业务需求转化为模型可理解、技术可落地的业务方案。

具备全球化经验与多语言运营能力，熟悉不同区域用户习惯与合规要求（如 GDPR/CCPA），保障内容安全。

结果导向，责任心强，能通过数据与案例主动发现问题、挖掘机会；持续跟踪大模型技术迭代与应用趋势。

拥有大语言模型客服行业项目实战经验，具备从传统自然语言处理（NLP）向大语言模型（LLM）业务转型的扎实认知。

具备团队管理与高绩效团队打造的成功经验。