体验中心经理岗位职责任职要求

体验中心经理岗位职责

职责描述:

1、深刻理解运营业务逻辑、系统、流程;分析业务需求和场景,设计领先的运营管理平台,并负责全流程产品的落地、升级与持续优化;

2、分析并深刻理解业务数据和核心指标,收集分析用户意见反馈,提出业务优化策略并推动落地;发现业务问题,创造性的找到解决方案,推动各方解决问题;通过系统方式提高运营效率;

3、持续学习并业界优秀运营产品和系统实施经验,并沉淀固化,影响运营团队。

任职要求:

1、2年以上产品经验,完整负责过后台产品落地流程;有客服系统、内容管理系统等领域业务后台系统设计实施、产品运营策略经验者优先;

2、具有极强逻辑思维能力和数据敏感性,独立思考,并善于创造性解决问题;

3、极强沟通能力,有同理心,并有取舍的判断力;

4、抗压能力强;对工作有责任心、积极主动完成工作,接地气。

体验中心经理岗位

www.qiQuha.com.com 制度大全

篇2:用户体验经理岗位职责

用户体验项目经理-网易考拉151网易集团网易(杭州)网络有限公司,杭州网易,网易,网易杭州,网易游戏,网易网络,网易集团,网易工作职责:

1、用户VOC研究,挖掘和分析用户的使用习惯、情感和体验需求,提炼成为产品需求;

2、持续分析用户体验链条中的各级触点,提炼出业务规则优化方向并提出改善建议;

3、参与企业内部各业务部门的问题改善,对商品、物流服务等体验有高敏感度并推动提升整体服务力。

4、深入了解业务团队内部工作职能和流程,以体验优化为目标推动业务流程改善。

5、能组织进行用户体验活动策划及执行,并完成相关报告。

任职要求:

1、客户服务行业项目管理工作经验不少于三年,具备高度的用户体验嗅觉;

2、对电商行业产品、系统、用户有一定的了解,能基于用户声音进行多视角分析

3、有用户体验或用户数据收集的组织能力,擅长沟通,

4、关注细节,善于观察和分析用户行为和情绪表达

5、参与过中大型互联网电商用户体验提升相关项目从业人员优先。

篇3:客户体验经理岗位职责

客户体验经理UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.

TypicalDuties

Servicestandardcontinueimprovement

-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark

Techniciantrainandauthorize

-Developtechniciantrainingmaterialstotracktrainingprogress

-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults

-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience

-

Servicemanagement

-Developproperprocesstoenableservicestandardwellimplementationinfield

-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults

-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults

-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime

-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement

-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice

-Buildtechniciancommunity

Consumersurveyandcallcenter

-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck

-Improveservicestandardbasedontechnicianfeedbackandconsumervoice

Servicebrandingandcommercialization

-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel

-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers

UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.

TypicalDuties

Servicestandardcontinueimprovement

-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark

Techniciantrainandauthorize

-Developtechniciantrainingmaterialstotracktrainingprogress

-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults

-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience

-

Servicemanagement

-Developproperprocesstoenableservicestandardwellimplementationinfield

-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults

-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults

-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime

-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement

-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice

-Buildtechniciancommunity

Consumersurveyandcallcenter

-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck

-Improveservicestandardbasedontechnicianfeedbackandconsumervoice

Servicebrandingandcommercialization

-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel

-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers