Associate – Automation, Process Improvement

ZALORA Group

. Drive operational excellence across Customer Experience .

Posted 10/22/2026full-timeMuntinlupa City • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in process improvement, operational readiness, and AI capabilities within Customer Experience. Proficient in developing training materials, knowledge management, and ensuring quality assurance for operational changes.

Highest-signal resume keywords

Process ImprovementOperational ReadinessAI Capabilities DevelopmentTraining Content DevelopmentCRM System Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process DocumentationKnowledge ManagementAI Solutions DesignChatbot DevelopmentData Analysis

Soft Skills

Strong Communication SkillsAttention to DetailProactive Problem-SolvingCollaborationTime Management

Tools & Technologies

CRM SystemsAI TechnologiesChatbot Platforms

Industry Keywords

Customer ExperienceOperational ExcellenceTraining and DevelopmentQuality AssuranceStakeholder Engagement

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Strong written and verbal English communication skills
Organised with a high standard of attention to detail
Proactive and hands-on
Able to work independently and collaboratively with stakeholders across THE ICONIC and ZALORA
Ability to prioritise work with competing deadlines
Confident in CRM system knowledge
Analytically driven and comfortable working with data
Problem-solving skills
Ability to establish rapport and collaborate with stakeholders
Amenable to work in the greater Metro Manila area, particularly in the Muntinlupa-Cavite Expressway (MCX) area

Benefits

Comp & perks

Full-time employment
Hybrid work arrangement