Responsibilities
About the Team: The team is responsible for establishing and optimizing service processes for products including CapCut, ensuring high-standard service delivery and operational efficiency. System Building & Delivery Management: - Establish and optimize service processes for CapCut and other products. - Formulate service standards and deliver comprehensive service solutions. - Build the delivery system for outsourced workspaces and oversee daily operations. - Ensure high-standard service delivery and accountability for outsourced teams outcomes. Analytical Optimization & Vendor Operation: - Collaborate with business teams to analyze and iterate processes based on user issue resolution. - Monitor operational performance and identify improvement opportunities. - Design outsourcing workforce solutions and targeted improvement plans. - Drive continuous optimization of vendors delivery quality and operational efficiency. Business Collaboration & Intelligent Process Construction: - Own upstream business requirements and collaborate with intelligent technology teams. - Build structured processes and adapt frameworks for intelligent tools. - Maintain long-term cooperative relationships with vendors. - Align on requirements and issues, resolve cooperation conflicts, and facilitate high-quality delivery.
Qualifications
Minimum Qualification(s) - Bachelor's degree or above. - 2 years of customer service experience. - Proven solid experience in outsourced team management, quality management, and process or project management. - Basic written and verbal English communication skills. - Strong strategic planning capabilities with proficiency in the full-cycle methodology and tools for process planning, construction, monitoring, and optimization. - Experienced in designing outsourcing workforce solutions, capable of converting business demands into standardized processes, and owning end-to-end operational capabilities to drive solution implementation. - Competent in data analysis and complex problem decomposition. - Skilled in interpreting data through observational and outcome indicators, capable of systematic thinking, taking effective management actions rapidly based on data insights, and possessing solid written communication skills. Preferred Qualification(s) - Candidates with overseas business experience are highly preferred. - Excellent communication, presentation, and logical thinking skills, with outstanding resource coordination capabilities. - Able to collaborate efficiently with cross-functional stakeholders to resolve complex issues and achieve established goals. - Result-oriented with strong self-motivation and learning agility. - Able to manage multiple priorities in a fast-paced working environment and provide timely responses to daily operational matters.
