Job Description

AI Automation & Operational Excellence

Identify and drive automation opportunities across Customer Service and Operations workflows to improve efficiency, reduce manual effort, and enhance scalability.
Build and optimize AI-powered operational solutions leveraging LLMs, prompt engineering, workflow automation tools, and internal bot platforms.
Design AI-assisted workflows for operational use cases such as ticket handling, QA automation, knowledge support, agent assistance, data tagging, and reporting automation.
Collaborate with Product, Operations, BI, and Regional teams to propose and scale AI/automation initiatives aligned with business priorities and regional strategy.
Translate operational challenges into automation roadmaps and data-backed proposals to improve productivity and service quality.
Stay updated on emerging AI technologies, prompt engineering practices, and automation trends to continuously identify opportunities for improvement.

AI Chatbot Performance & Optimization

Own and drive chatbot performance KPIs, including Bot Resolution Rate, CSAT, Coverage, Solved Rate, and automation success metrics; proactively identify gaps and execute improvement plans.
Analyze user interactions, conversation data, and operational pain points to identify opportunities for bot optimization, automation, and AI adoption.
Design, train, test, and continuously optimize chatbot intents, prompts, conversational flows, and response quality to improve self-service performance and user experience.
Develop scalable chatbot training frameworks, including intent taxonomy, prompt standards, QA processes, and performance tracking mechanisms.
Conduct A/B testing and experimentation to validate bot improvements and optimize chatbot performance at scale.
Troubleshoot chatbot incidents, investigate root causes, and coordinate resolution to minimize operational disruption.

Requirements

At least 2 years of experience in chatbot operations, automation, AI operations, with Operations, or related fields.
Strong analytical and problem-solving mindset with the ability to translate data into actionable improvements.
Hands-on experience with chatbot training, intent management, prompt writing, conversational design, or AI/LLM-related workflows is preferred.
Experience in automation initiatives, workflow optimization, or operational process improvement.
Strong stakeholder management and cross-functional collaboration skills.
Comfortable working in a fast-paced, data-driven, and evolving environment.

Senior AI Automation & Chatbot Operations, ShopeeFood