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Open nowPosted 3 days ago

服务运营-VOC用户声音分析及改善方向

bambulab/experienced389 open roles

Where
Shenzhen, Guangdong, Chinese Mainland
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Your applicationOpen now服务运营-VOC用户声音分析及改善方向bambulab/experienced · Shenzhen, Guangdong, Chinese Mainland

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

13.1% of postings close within 7 days. Measured by our own scanner across the market. bambulab/experienced postings stay open a median of 5 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.1%7 days
  4. 21.1%14 days
  5. 35.8%30 days
  6. 59.0%60 days
This job: posted 3 days ago

bambulab/experienced median: 5 days open

The posting

1. 负责全球服务侧 VOC（工单、在线/电话咨询，退换修、社区与社媒反馈等）体系搭建与日常运营，统一多领域、多渠道数据口径与分类分级标准，对洞察准确性与时效性负责。 2. 搭建并持续迭代服务 VOC 标签体系与根因归类框架，结合大模型/AI 能力推进自动打标、聚类、异常识别与日报/周报/月报机制，降低人工清洗成本，提升从原始声音到可执行结论的转化效率。 3. 识别高频痛点、批量质量/体验风险与新发异常，输出结构化专题分析；牵头拉通相关团队，建立闭环机制。 4. 与相关业务方共享改善结果指标（如特定问题进线率/工单率下降、重复进线与升级率改善、方案自助解决率、NSS/CSAT 专项提升等），跟踪措施落地并复盘有效性，结果导向。 5. 在新品上市、重大固件/版本更新及大促等关键节点，建立售后 VOC 快速监测与升级通道，支撑早期问题拦截与服务策略、话术、知识内容的同步迭代。 6. 沉淀 VOC 分析方法论与运营 SOP，支撑全球业务扩张。

1. 本科及以上学历，5 年以上智能硬件、消费电子、出海品牌的售后服务运营、VOC/用户洞察、服务质量运营相关经验；有从 0 到 1 搭建全球或多区域售后 VOC 体系并拿到改善闭环结果者优先。 2. 精通售后数据链路与标签/分类体系设计，具备扎实的数据挖掘与业务归因能力（熟练使用等工具，能读懂各领域场景背后的真实根因）。 3. 有将 LLM/AI 能力落地到文本分类、自动摘要、根因推荐或 VOC 工具建设的实操经验，理解准确率校验、Badcase 迭代与人机协同流程。 4. 具备极强的跨部门推动力与沟通韧性，有成功推动改进或变革的实战案例，靠数据与逻辑拿结果。 5.结果导向、抗压能力强、拒绝形式主义。 6. 英语听说读写流利，可作为工作语言。

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