JOYBUY – Joybuy is JD.com’s online retail business in Europe. Joybuy is an online retailer which places the customer at the heart of everything it does. Its slogan, “Don’t just buy, Joybuy,” perfectly captures its mission to fulfill Joybuy customer’s needs and provide a service that is easy and convenient, but also enjoyable and fun.
We are looking for a Service Tool Product Manager to lead our full-chain and intelligent customer service system development driving innovation, automation, and scalability for our global support operations.
Act as the primary product interface between business and R&D teams to develop the self-built customer service workbench from concept to launch. Redesign the customer service operation interface (ticket handling, knowledge base, and system integration) to improve usability and workflow efficiency. rule-based prompts, script suggestions) to enhance agent productivity and customer experience. Streamline the consultation–quality inspection–review loop by eliminating system gaps and improving the automatic ticket routing rate . Establish data-driven monitoring systems to measure tool efficiency, analyze user behavior, and optimize operational resource allocation. Lead Intelligent Customer Service Planning , including Multi-language intent recognition Automated responsibility assignment, AI-driven knowledge recommendations Design and evolve intelligent routing mechanisms to dynamically allocate service agents based on user profiles, issue type, language, and history.
5+ years of experience in customer service technology or product management with proven leadership in at least two systems (CRM, ticketing, or quality inspection platforms).~ Experience with AI-driven or intelligent customer service systems is highly preferred.~ Strong understanding of customer service workflows and ability to identify operational pain points; Skilled in data analysis tools (SQL, Excel, Tableau, etc.) with strong data-driven decision-making capabilities.~ Experience managing cross-border or multilingual customer service processes (e.g., Excellent command of English (spoken and written); proficiency in additional languages is an advantage.
If you’re passionate about building intelligent service tools that empower global customer experience teams, we’d love to hear from you….