Job Description:
Stakeholder & Information Management: Proactively collaborate with internal teams (Logistics, BD, Marketing) to gather insights on new features or policies and assess their impact across 100+ agents. Process Design & Risk Assessment: Map out end-to-end workflows and SOPs for new changes, while proactively identifying potential negative impacts to ensure a seamless experience for customers and agents. Knowledge Asset Ownership: Ensure all changes are consistently reflected across all platforms, including the Agent Knowledge Base (SmartKB), Help Center (FAQs), and Chatbot systems. Change Management & Execution: Execute effective rollout plans and recovery strategies for ad-hoc issues, ensuring agents can access, understand, and comply with new processes under tight deadlines. Performance Validation & Optimization: Validate the effectiveness of SOPs through data analysis (CSAT, Deflection Rate) and 'on-the-ground' observations to drive continuous process improvements. ...