Chatbot Project Management

1 week ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

**About the Team**:

- We are looking for a Chatbot Project Management to join our e-commerce customer service team and drive the next phase of chatbot innovation. In this role, you will lead the rollout of next-generation AI features and systems within the chatbot space.
- Lead strategic initiatives to modernize and scale our chatbot operations.
- Drive the planning and rollout of next-generation AI features and backend systems for chatbot use cases.
- Ensure end-to-end execution of new capabilities—from pilots to full-scale deployment—making sure they are well-integrated, adopted, and delivering measurable impact.
- Work closely with internal teams across Operations, Business Development, and Product to bring AI-driven innovations to life and elevate the overall customer experience.
- Lead and manage digital transformation projects focused on chatbot unification, operational scalability, and user experience improvement.
- Drive the planning, rollout, and adoption of new AI/chatbot features and backend systems for local market adoption.
- Create rollout playbooks, progress trackers, and roadmaps to support scalable implementation.
- Work cross-functionally with regional CS, Product, and Business teams to align priorities, identify blockers early, and deliver roadmap outcomes.
- Track project KPIs and support data-driven decisions through structured reporting and insights.
- Propose improvements for the continuous enhancement of Shopee’s chatbot capabilities.

**Requirements**:

- 2-4 years of experience in project management, digital transformation, or strategy roles; prior experience in the rollout of new IT or AI systems is a plus.
- Strong project management and stakeholder engagement skills—able to drive alignment and execution across multiple teams.
- Analytical mindset with comfort in using data (Excel, dashboards) to diagnose issues and evaluate impact.
- Excellent communication and presentation skills in English and BM; Mandarin is a plus.
- Proactive, adaptable, and able to thrive in fast-paced, ambiguous environments.

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