Responsibilities
Team Intro:
E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards.
The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
We are looking for a Service Automation Prompt Engineer to drive model performance and SOP optimization to ensure continuous improvement in chatbot.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
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Responsibilities:
- Expand automation scenarios beyond traditional knowledge-based configurations by integrating Large Language Model (LLM) capabilities, aligning with evolving business strategies and operational needs.
- Tailor end-to-end automation SOPs in accordance with business policies, ensuring high-quality and scalable chatbot solutions.
- Oversee the launch, release, and verification of chatbot automation solutions, ensuring accuracy, functionality, and alignment with intended business outcomes.
- Manage the day-to-day operations and long-term maintenance of automation systems, ensuring stability, relevance, and responsiveness to ongoing changes.
- Monitor resolution effectiveness and identify optimization opportunities through data-driven analysis, user feedback, and performance trends to drive continuous enhancement.
- Collaborate with algorithm and product teams to enhance chatbot solving capabilities, including model improvement, feature iteration, and systemic issue resolution.
Qualifications
Minimum Qualifications:
- Bachelor's degree or higher.
- 3+ years of experience in automation.
- Prompt Engineer experience, and understanding knowledge of large language models (LLM).
- Expertise in project design, data analysis, communication, driving results, and managing change.
- Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask.
Preferred Qualifications:
- Experience in eCommerce marketplaces is a plus.
- Experience in customer service environments is a plus.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $68640 - $106666 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.