ZALORA Group

Robotics

• Drive operational excellence across Customer Experience
• Support the CX Process Improvement, Training and Quality Associate Manager as second-in-command
• Lead and prioritise initiatives across process improvement, operational readiness, learning and development, knowledge management and AI capabilities
• Design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions
• Ensure knowledge content, training materials, Guide articles and AI knowledge sources are accurate, current and governed
• Develop training, process documentation, operational readiness plans, knowledge updates and quality assurance requirements for operational changes
• Plan, prioritise and deliver team initiatives while supporting resource allocation and business priorities
• Develop and maintain Operational Readiness documentation for new initiatives
• Design, review, approve and facilitate onboarding, refresher, upskilling and change management training programmes
• Lead the design, development, implementation and optimisation of AI capabilities, including chatbot flows, intents, automations, knowledge sources and self-service experiences
• Build, configure, test and maintain AI solutions
• Contribute to the Customer Experience AI strategy and roadmap
• Monitor, analyse and report on chatbot performance, AI effectiveness and customer interactions
• Partner with Customer Experience, Product, Technology and other stakeholders on AI-powered customer support solutions
• Support Tier 1 and Tier 2 customer contacts during peak operational periods

Explore Associate – Automation, Process Improvement at ZALORA Group. Review requirements and application details.

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Associate – Automation, Process Improvement