Service Design Manager

任职要求

<p>职位描述</p><p>1、基于业务特性，阶段策略及服务旅程，从复杂的客户场景中迅速理解、定位、抽象问题，根据服务需求和服务痛点，设计和推动负责业务-服务全链路产品解决方案，通过服务设计提升用户服务体验，为用户在平台上的服务体验负责。</p><p>2、负责服务体系用户体验&amp;服务相关的产品运营工作，通过产品化/智能化的方式优化整体工作流程，输出完善、严谨的产品运营方案并落地，和产品、研发、策略、客服等团队协同，共同提升服务水平和用户满意度。</p><p>3、关注AI领域市场动态，有智能服务相关产品运营经验或知识储备。</p><p>4、主动推动围绕关键目标专项机制的建立，跨部门、跨职能协调各团队共同发现问题、定义问题、解决问题，有效的通过方案设计，牵引产品、策略、服务资源等相关协同方，保障方案的落地的有效、高效和精准，并能从业务源头解决用户服务体验问题。</p><p>5、构建多模块的服务体系和规划，设计有效的服务解决方案，并能沉淀服务设计及运营机制、标准，保障持续性和传承性。</p><p>6、通过用户洞察、业务判断、竞对研究、数据分析等不断迭代适配业务场景的服务能力，包括但不限于各种智能/人工渠道能力、工具能力、方案能力等。</p><p>7、具备较高的风险敏感度，能及时掌握平台相关舆情或法律法规动向，及时部署和落地治理策略;协同产品、技术等多部门或团队，化解业务风险，系统化落地治理策略。</p><p><br></p><p>职位要求</p><p>1、具备OTA相关业务、服务、咨询等经验8年以上，有团队管理经验者优先。</p><p>2、对用户体验洞察、服务设计、流程设计、智能服务能力等某一方面和多方面具备深刻的理解，能对提升用户服务/体验管理有建设性思考和落地案例。</p><p>3、良好用户视角、业务理解力和逻辑分析能力；能快速熟悉新业务，并具备业务规划能力。</p><p>4、本科以上学历，有OTA或互联网相关经验优先。</p><p>5、英文流利，可熟练用作工作场景。</p><p>6、有PMP和6 Sigma证书者优先。</p><p><br></p><p>Job Description</p><ol><li>Based on business characteristics, phased strategies, and the service journey, rapidly understand, identify, and abstract issues from complex customer scenarios. Design and drive end-to-end product solutions for the responsible business and service based on service requirements and pain points. Enhance the user service experience through service design, and take ownership of users' service experience on the platform.</li><li>Oversee product operations related to service system user experience and services. Optimize overall workflows through productization and intelligentization, produce comprehensive and rigorous product operation plans, and implement them. Collaborate with product, engineering, strategy, customer service, and other teams to jointly improve service standards and user satisfaction.</li><li>Stay informed about market trends in the AI field. Possess experience or knowledge in intelligent service-related product operations.</li><li>Proactively drive the establishment of special mechanisms around key objectives. Coordinate cross-departmental and cross-functional teams to jointly identify, define, and resolve issues. Effectively leverage solution design to align product, strategy, service resources, and other relevant stakeholders, ensuring effective, efficient, and precise implementation of plans. Address user service experience issues from the business source.</li><li>Build multi-module service systems and planning. Design effective service solutions, and consolidate service design and operation mechanisms and standards to ensure continuity and transferability.</li><li>Continuously iterate and adapt service capabilities for business scenarios—including but not limited to various intelligent and manual channel capabilities, tool capabilities, and solution capabilities—through user insights, business judgment, competitive research, and data analysis.</li><li>Possess a high sensitivity to risk. Timely monitor platform-related public opinion and legal/regulatory developments, and promptly deploy and implement governance strategies. Collaborate with product, technology, and other multi-departmental teams to mitigate business risks and systematically implement governance strategies.</li></ol><p>Job Requirements</p><ol><li>8+ years of experience in OTA-related business, service, or consulting. Team management experience is preferred.</li><li>Deep understanding in one or more areas including user experience insights, service design, process design, and intelligent service capabilities. Ability to provide constructive thinking and demonstrated implementation cases for improving user service/experience management.</li><li>Strong user perspective, business acumen, and logical analysis ability. Capable of quickly familiarizing with new businesses and possessing business planning capabilities.</li><li>Bachelor's degree or above. Experience in OTA or internet-related industries is preferred.</li><li>Fluent in English, with the ability to use it proficiently in work scenarios.</li><li>PMP and 6 Sigma certifications are preferred.</li></ol>