岗位职责
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- 深刻理解上级制定的业务阶段策略和服务旅程设计，负责将宏大的服务体验优化目标（如全链路服务解决方案）拆解为具体的、可量化的项目子任务。
- 针对复杂的客户服务痛点，主导跨部门项目的立项、规划与执行，确保项目进度与质量，对项目最终交付负责。
- 紧密协同产品经理和研发团队，将服务设计方案转化为实际的产品功能或工具。负责梳理产品需求背后的业务流程，确保产品逻辑与用户体验设计初衷的一致性。
- 推动智能化服务产品的落地，跟进开发、测试、上线全流程，并监控上线后的数据表现，为后续迭代提供依据。
- 主动建立和维护跨团队的高效沟通机制。按照上级要求，围绕关键目标组织专项会议，协调资源，解决项目过程中的阻塞和冲突。
- 通过数据分析、用户调研等手段，持续追踪已上线服务方案的效果。能够独立输出项目复盘报告，洞察新问题，为上级的战略迭代提供数据支持和落地建议。 【
职位要求
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- 本科及以上学历，3年以上项目管理经验；互联网行业（OTA在线旅游、电商或本地生活服务领域）背景优先。
- 英语流利，可作为工作语言进行书面和口头沟通。
- 具备极强的逻辑思维和抽象能力，能快速从复杂的业务场景中理解上级意图，并将之转化为清晰的执行路径。
- 具备出色的跨部门沟通和资源协调能力，能够在没有直接管辖权的情况下，推动产品、研发等团队高效协作，解决项目难题。
- 熟练使用数据分析工具（如Excel、SQL者优先），善于用数据衡量项目结果；具备优秀的文档撰写能力，能够输出清晰的项目PRD或流程图。
- 加分项：对AI/智能客服领域有了解或相关项目经验、拥有PMP认证或6 Sigma绿带/黑带认证。 Key Responsibilities
- Strategic Execution & Task Decomposition: Develop a deep understanding of the business stage strategies and service journey designs formulated by management. Take ownership of breaking down high-level service experience optimization goals (e.g., end-to-end service solutions) into specific, measurable, and actionable project tasks.
- Cross-Functional Project Leadership: Lead the initiation, planning, and execution of cross-departmental projects to address complex customer service pain points. Ensure projects are delivered on time, within scope, and with the highest quality, taking full accountability for final deliverables.
- Service-Product Integration：Collaborate closely with Product Managers and R&D teams to translate service design proposals into tangible product features or operational tools. Systematically organize business processes behind product requirements, ensuring alignment between the product logic and the original user experience design intent.
- Intelligent Service Implementation: Drive the rollout of intelligent service products. Oversee the entire development lifecycle, including development, testing, and launch. Monitor post-launch data performance to provide actionable insights and data-driven foundations for subsequent iterations.
- Stakeholder Coordination & Communication: Proactively establish and maintain efficient communication mechanisms across teams. As directed by management, organize focused meetings around key objectives, coordinate resources, and resolve roadblocks and conflicts throughout the project lifecycle.
- Performance Analysis & Strategic Recommendations: Continuously track the effectiveness of launched service solutions through data analysis, user research, and other methods. Independently produce comprehensive project review reports, identify emerging issues, and provide data-backed support and actionable recommendations for management's strategic iterations. Qualifications & Requirements
- Education & Experience: Bachelor's degree or higher. Minimum of 3 years of project management experience. Background in the internet industry, particularly in **OTA (Online Travel), E-commerce, or Local Life Services, is highly preferred.
- Language Proficiency: Fluent in English, with the ability to use it professionally as a working language for both written and verbal communication.
- Strategic Thinking & Abstraction: Possess strong logical thinking and abstraction skills. Capable of quickly comprehending management's intent within complex business scenarios and translating it into clear execution pathways.
- Cross-Functional Collaboration: Excellent cross-departmental communication and resource coordination skills. Demonstrated ability to drive efficient collaboration with Product and R&D teams and solve project challenges without direct authority.
- Data & Documentation Skills: Proficient in data analysis tools (experience with Excel is required; SQL is a strong plus), with a data-driven approach to measuring project outcomes. Strong documentation skills, capable of producing clear project PRDs or flowcharts.
- Preferred Qualifications (Plus): * Knowledge of or project experience in the AI/Intelligent Customer Service domain. * PMP certification or Six Sigma Green Belt/Black Belt certification.
