1.负责Lazada平台华商项目的端到端生态运营，同步支持商家侧运营与买家侧服务体验：面向商家解答日常咨询、处理运营问题，识别共性痛点，推动产品或流程优化；面向买家高效响应售前售后咨询与投诉，监控并提升关键服务指标（如首次响应时长、24小时解决率、CSAT等）；
2.对Lazada平台华商项目的买家高频咨询问题进行系统性聚类、根因分析与知识沉淀，联动产品、规则、客服等团队推动源头治理，降低重复咨询率；
3.基于商家经营数据与买家行为洞察，为华商提供定制化运营建议，助力其在保障用户体验的前提下实现销售增长；
4.协同内部产品、技术、风控、物流等团队，推动从买家下单到售后闭环的全链路体验优化

1.End-to-end ecosystem operations for the Lazada Chinese Merchant Program, providing balanced support for both merchant operations and buyer experience:
Support merchants by addressing daily inquiries, resolving operational issues, identifying common pain points, and driving product or process improvements;
Serve buyers by efficiently handling pre- and post-purchase inquiries and complaints, while monitoring and improving key service metrics (e.g., First Response Time, 24-hour Resolution Rate, CSAT).
2.Systematically cluster, root-cause, and document high-frequency buyer inquiries, collaborating with Product, Policy, and Customer Service teams to drive upstream solutions and reduce repeat contacts.
3.Leverage merchant performance data and buyer behavior insights to deliver tailored operational recommendations that help Chinese merchants grow sales while maintaining a high-quality customer experience.
4.Partner cross-functionally with internal teams—including Product, Technology, Risk, and Logistics—to optimize the end-to-end buyer journey, from order placement through post-purchase resolution.

1、本科及以上学历，电子商务、市场营销或相关专业优先。
2、2年以上电商平台运营经验，具备买家服务、商家服务、客服管理能力，有从 0 到 1 搭建商家沟通机制、FAQ 体系、SOP 流程的经验者优先
3、能快速定位问题根因并协调资源解决，具备良好的数据分析能力以及数据工具的使用（包括不限于Excel/BI等工具分析数据），能够从数据中洞察问题并提出解决方案。
4、优秀的沟通协调能力，能站在客户视角理解痛点，并转化为可落地的改进方案，能够与团队有效协作，推动问题解决。
5、具备创新思维，能够主动学习和适应快速变化的电商环境。

1、Bachelor's degree or above in E-commerce, Marketing, or related disciplines is preferred.
2、At least 2 years of experience in e-commerce platform operation, with a proven track record in merchant services and customer management. Prior experience in establishing a merchant communication mechanism, FAQ system, and SOP processes from scratch is preferred.
3、Ability to swiftly identify root causes of issues and coordinate resources for resolution, with strong data analysis skills and proficiency in using data tools (including but not limited to Excel/BI) to uncover problems and propose solutions.
4、Excellent communication and coordination skills, with the ability to understand merchants' pain points and translate them into actionable improvement plans. Collaborative mindset to effectively work with the team and drive problem-solving.
5、Innovative thinking, with a willingness to learn and adapt to the rapidly evolving e-commerce landscape.