Advanced Solutions Manager

5 days ago

Singapore beBeeCustomer Full time $90,000 - $120,000

The Automation Operations Solution Manager will lead solution management of large language model products and tools in the customer service domain, driving deep integration between technology and business to enhance user experience of automation solutions and optimize product iteration mechanisms.


Key Responsibilities:

  • Design model application products and operational tool solutions across domains such as intelligent customer service problem solving, automated issue classification and routing, solution configuration tools, PE tools, model analysis tools, and labeling tools, tailored to business scenarios.
  • Coordinate technical teams to complete model training, deployment, and optimization, ensuring product and operational tool performance remains aligned with business objectives.
  • Establish evaluation frameworks for customer service products and tools, regularly delivering analysis reports and driving optimizations.
  • Work closely with the customer service product team, C-end product team, algo team, and engineering team to align product development with business needs.
  • Track key metrics (e.g., usage rate, user satisfaction, problem resolution rate) and optimize operational strategies through data analysis; deep dive into user behavior data to identify needs and drive iterative product enhancements.
  • Manage A/B testing to validate new features and ensure continuous improvement.
  • Prioritize data privacy and security, ensuring model operations adhere to regulatory frameworks.
  • Analyze competitor dynamics and propose differentiated strategies.

Requirements:

  • Bachelor's degree in Computer Science, Data Science, Artificial Intelligence, Data Analysis, Business Analysis, or related fields.
  • 3+ years of product management or operations experience. Experience in implementing intelligent customer service solutions, deploying large models, or optimizing operational tools is preferred.
  • Proficient in product development processes, capable of independently completing requirements analysis, prototype design, and project management.
  • Strong logical reasoning and communication skills, combined with advanced data analysis abilities.
  • Able to translate complex operational rules into technical solutions to drive the evolution of intelligent customer service.
  • High resilience, adaptability to fast-paced environments, and a demonstrated ability to think innovatively and solve problems effectively.

Preferred Qualifications:

  • Familiarity with NLP, deep learning, and other technologies.
  • Experience applying large language models (e.g., GPT, BERT) is preferred.
  • Strong data sensitivity and proficiency in SQL and Python for data analysis.
  • Deep understanding of customer service workflows (ticket handling, knowledge base management, user segmentation operations), industry trends, and AI advancements.
  • Demonstrated expertise in AI applications within the customer service domain.
  • A strong innovative spirit, capable of proposing novel solutions and driving their implementation.
  • Ability to collaborate effectively with compliance, product, technology, and data teams.

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