Senior Manager

About About Our Team The Customer Service Platform (CSP) is a team that integrate the product technology resources of the company's internal customer service system. Our mission is to provide users with efficient self-service solutions and provide agents with convenient tools so as to improve customer service experience. Responsibilities 1.Familiar with E-Commerce customer service industry, understand US buyer, seller and front-line staff's habits and demands in customer service - Conduct user research and usability testing, communicate with upstream/downstream teams to collect business information and feedbacks 2.Responsible for function iteration, take fully consideration of users' privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects ； 3.Formulate product planning, help team to make the right decisions; 4.Provide help or directly participate in general platform product construction 5.Promptly response, distribute and follow-up of on-call problems, sensitive of user's pain point, responsible for the final result ； 6.Establish communication and cooperation mechanism between the business team and Customer Service Product team, including product requirements management, information integration and transmission. Minimum Qualifications 1.Bachelor degree or above - 4+ years as a product manager leader, relevant experience in customer service filed； 2.Experience working with complex organization and cross-functional environment； 3.Keen sense of empathy and insight, be able to have a deep insight into the needs of users； 4.Good at product designing and logical thinking, has abstract thinking ability to output general solutions； 5.High problem solving and priority skills - Proactive in action, strong ownership, take responsibility and deliver results； 6.Excellent skills in communicating for cross-border, cross-roles, cross-functional collaboration; 7.Excellent written and oral English communication skills; Preferred Qualification: 8.Experience in E-Commerce is a plus. #LI-Onsite