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Open nowPosted 83 days ago

客服体系高级经理

xiaopeng/index1,587 open roles

Where
Guangzhou, Guangdong, Chinese Mainland
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Your applicationOpen now客服体系高级经理xiaopeng/index · Guangzhou, Guangdong, Chinese Mainland

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market. xiaopeng/index postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 83 days ago

xiaopeng/index median: 1 days open

The posting

一、岗位定位 1、我们正在寻找一位兼具传统客服体系深厚运营功底与AI时代变革领导力的高级专家，基于现有客服体系，核心使命是：以AI为杠杆，推动客服中心从"人力密集型成本中心"向"人机协同型体验价值中心"的结构性变革； 2、您需要在保障品牌用户体验的前提下，借助AI技术升级、流程再造与人力结构优化，实现服务效率指数级提升、人力成本结构性下降、用户满意度持续攀升的三重目标。 二、核心职责 1、现有客服体系诊断与AI升级蓝图规划 -对当前客服团队（自有员工 + 派遣员工）进行体系化诊断：识别流程断点、效率瓶颈、体验洼地、成本浪费点； -规划3年客服AI+升级路线图：明确智能化业务模式的阶梯式演进路径与里程碑； -重新梳理客服中心组织架构与岗位序列，明确客服一线与中台的能力模型、发展通道与协同机制； -建立面向AI时代的人才梯队：推动建立"AI训练师"、"智能服务运营"、"人机协同服务管家"等新型岗位，打通自有与派遣员工的技能认证与成长通道。 2、人才结构优化与成本效率提升 -基于AI能力成熟度，动态优化员工能力门槛与要求，并设计与验证服务分层设计； -建立客服中心成本模型与效率基准：按渠道、按场景、按用户分层拆解单通成本，通过AI替代与流程再造实现成本边际递减； -协同HR与派遣供应商，优化派遣员工的招聘标准、培训体系与考核机制，确保服务质量与品牌一致性。 3、全渠道体验管理与价值挖掘 -分析与管理400热线、官方APP、车主社区、以及社交媒体客服等全渠道服务体验一致性； -建立适合自身的的用户声音（VoC）闭环机制：将客服交互数据、调研、社区舆情、产品反馈整合为问题洞察机制； -设计车主社区与私域服务体验：将客服从"被动响应"延伸至"主动关怀"，参与车主社群运营与生命周期价值管理。

1、5年以上客户服务/用户体验领域经验，3年以上大规模团队（150人+）管理经验，有新势力新能源、高端零售、互联网平台背景优先； 2、完整主导过客服体系的AI化升级或数字化转型项目：具备"诊断现有体系 → 设计变革路径 → 推动组织落地"的全链路操盘经验，有混合用工模式（自有+派遣）团队管理实战经验； 3、对AI技术在客服场景的深度应用有成熟方法论：熟悉LLM、RAG、Agent、语音机器人、智能工单等技术原理，能精准判断"哪些场景适合AI、哪些场景必须人工"； 4、极强的成本效率意识与数据驱动能力：能建立成本模型、拆解人效指标、用数据论证AI投入的ROI； 5、优秀的变革管理与跨部门推动力：能在大规模既有团队中推动组织变革、流程再造与人员转型，具备高层汇报与横向影响力。

加分项 1、有新势力新能源品牌及互联网平台（如Tesla、理想、极氪、小米、滴滴、阿里巴巴、美团等）客服体系升级经验； 2、主导过年服务量千万级的客服中心AI化降本增效项目，实现过人效提升或成本优化的可量化成果； 3、熟悉新能源车企特殊场景：线上线下服务协同、充电网络运营、OTA升级支持、道路救援体系、舆情处理等； 4、具备混合用工模式（自有+派遣）团队管理经验，有派遣人员能力培养、绩效管理与梯队建设的实操案例。

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