中國移動 Hiring! Full Time Assistant AI Operation Manager in Hong Kong - Ricebowl

Department: Customer Service Centre

In this position, you will:

• Develop and execute operational plans for AI customer service initiatives, translating business objectives into measurable operational targets. Monitor and continuously improve KPIs, including AI containment rate, AI resolution rate, transfer-to-agent rate, answer accuracy, customer satisfaction, and service quality.
• Act as the central liaison between with business units and internal parties, consolidating business requirements arising from new product launches, policy updates, promotions, and process changes, and coordinating testing, deployment, and post-launch monitoring to ensure smooth implementation of AI service enhancements.
• Build and maintain quality assurance and performance review mechanisms for AI customer service platforms. Analyze customer feedback, service complaints, operational issues, and AI interaction outcomes to identify improvement opportunities and drive continuous enhancement of AI workflows, service scripts, and knowledge content.
• Design and refine collaboration frameworks between AI and human agents, including service routing, escalation processes, and fallback mechanisms. Work closely with frontline customer service teams to identify operational pain points and promote the effective adoption of AI-enabled tools, improving overall service efficiency and customer experience.
• Establish regular operational reporting and performance review processes. Analyze customer interaction trends, service demand patterns, unresolved inquiries, and emerging risks to generate actionable insights and recommendations for business and service optimization.
• Maintain and enhance operational policies, service procedures, quality standards, knowledge management workflows, and script governance processes to ensure consistency, scalability, and effective day-to-day management of AI customer service operations.
• Monitor AI-generated responses to ensure compliance with business policies, regulatory requirements, and customer service standards. Identify potential risks, conduct regular audits and reviews, and implement appropriate controls to ensure AI services remain accurate, reliable, and compliant.

To be successful in this position, you should meet the following requirements:

• Bachelor’s degree or above in Business Administration, Information Management, Telecommunications Engineering, or a related discipline.
• Minimum 4 years of experience in contact center or customer service operations management, including at least 2 years of experience in AI customer service operations.
• Experience in designing and implementing human-AI collaboration models is highly preferrable.
• Acknowledge of end-to-end customer service KPIs and operational frameworks, with proven ability to develop AI customer service strategies, quality assurance programs, and closed-loop issue management processes. Able to identify capability gaps in AI Agents and knowledge bases from both customer experience and business perspectives, and translate them into actionable improvement initiatives.
• Excellent stakeholder management and cross-functional coordination skills.
• Strong analytical and problem-solving abilities with a data-driven mindset.
• Familiarity with AI, Generative AI, LLM, or knowledge management concepts is an advantage.
• Experience in telecommunications or large-scale customer service environments is preferred.
• Proficiency in English, Mandarin, and Cantonese.