CX Automation & AI Specialist (2IC)

ZALORA Group; Muntinlupa; Hybrid; PHP 720,000 - 1,240,000; Full time

Job summary

ZALORA Group in Manila, Philippines is seeking an Associate for Automation & Process Improvement to drive CX operational excellence in a hybrid role (Manila and Sydney collaboration). The role focuses on AI-enabled support, process documentation, training, and knowledge management, partnering with stakeholders across ZALORA and THE ICONIC.

The successful candidate will lead AI capabilities, optimise chatbot performance, and support change management while ensuring accuracy of knowledge content

Qualifications

• Experience driving operational excellence in CX environments.
• Strong written and verbal English communication.
• Organised with high attention to detail.
• Proactive, hands-on and independent thinker.
• Ability to prioritise work with competing deadlines.

Responsibilities

• Design, deliver and improve process docs, training content and AI solutions.
• Ensure knowledge content and AI sources are accurate and updated.
• Develop training and readiness plans for initiatives and knowledge updates.
• Lead onboarding, refresher and upskilling programs for new initiatives.
• Design, implement and optimise AI capabilities including chatbot flows and knowledge sources.
• Monitor chatbot performance and report on AI effectiveness and customer interactions.

Skills

Automation

Process Improvement

Data-driven

English communication

Tools

CRM system

Job description

ZALORA Group in Manila, Philippines is seeking an Associate for Automation & Process Improvement to drive CX operational excellence in a hybrid role (Manila and Sydney collaboration). The role focuses on AI-enabled support, process documentation, training, and knowledge management, partnering with stakeholders across ZALORA and THE ICONIC.

The successful candidate will lead AI capabilities, optimise chatbot performance, and support change management while ensuring accuracy of knowledge content