Senior AI Automation & Chatbot Operations, ShopeeFood

Responsibilities

AI Automation & Operational Excellence

• Identify and drive automation opportunities across Customer Service and Operations workflows to improve efficiency, reduce manual effort, and enhance scalability.
• Build and optimize AI-powered operational solutions leveraging LLMs, prompt engineering, workflow automation tools, and internal bot platforms.
• Design AI-assisted workflows for operational use cases such as ticket handling, QA automation, knowledge support, agent assistance, data tagging, and reporting automation.
• Collaborate with Product, Operations, BI, and Regional teams to propose and scale AI/automation initiatives aligned with business priorities and regional strategy.
• Translate operational challenges into automation roadmaps and data-backed proposals to improve productivity and service quality.
• Stay updated on emerging AI technologies, prompt engineering practices, and automation trends to continuously identify opportunities for improvement.

AI Chatbot Performance & Optimization

• Own and drive chatbot performance KPIs, including Bot Resolution Rate, CSAT, Coverage, Solved Rate, and automation success metrics; proactively identify gaps and execute improvement plans.
• Analyze user interactions, conversation data, and operational pain points to identify opportunities for bot optimization, automation, and AI adoption.
• Design, train, test, and continuously optimize chatbot intents, prompts, conversational flows, and response quality to improve self-service performance and user experience.
• Develop scalable chatbot training frameworks, including intent taxonomy, prompt standards, QA processes, and performance tracking mechanisms.
• Conduct A/B testing and experimentation to validate bot improvements and optimize chatbot performance at scale.
• Troubleshoot chatbot incidents, investigate root causes, and coordinate resolution to minimize operational disruption.

Requirements

• At least 2 years of experience in chatbot operations, automation, AI operations, with Operations, or related fields.
• Strong analytical and problem-solving mindset with the ability to translate data into actionable improvements.
• Hands-on experience with chatbot training, intent management, prompt writing, conversational design, or AI/LLM-related workflows is preferred.
• Experience in automation initiatives, workflow optimization, or operational process improvement.
• Strong stakeholder management and cross-functional collaboration skills.
• Comfortable working in a fast-paced, data-driven, and evolving environment.