CX Automation, Process Improvement Specialist

ZALORA Group

CX automation specialist improving AI-powered customer support for ZALORA, Asia’s online fashion destination. Developing chatbots, training, knowledge systems and operational processes across Manila and Sydney.

Posted 8/6/2026full-timeMuntinlupa City • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in process improvement, operational readiness, and AI capabilities to enhance Customer Experience. Proficient in developing training materials, knowledge management, and ensuring the accuracy of operational documentation.

Highest-signal resume keywords

Process ImprovementAI Capabilities DevelopmentTraining Content CreationKnowledge ManagementOperational Readiness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Solutions ImplementationChatbot DevelopmentData AnalysisQuality AssuranceProcess Documentation

Soft Skills

Strong Communication SkillsAttention to DetailProactive Problem-SolvingCollaborationTime Management

Tools & Technologies

CRM SystemsKnowledge Management SystemsAI ToolsReporting Tools

Industry Keywords

Customer ExperienceOperational ExcellenceTraining & DevelopmentStakeholder Engagement

About the role

Key responsibilities & impact

Drive operational excellence across Customer Experience through process improvement, operational readiness, learning and development, knowledge management and AI capabilities
Design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions
Ensure knowledge content, training materials, Guide articles and AI knowledge sources are accurate, current and governed
Develop training, process documentation, operational readiness plans, knowledge updates and quality assurance requirements for operational changes
Support the CX Process Improvement, Training & Quality Associate Manager as second-in-command by planning and prioritising initiatives and allocating resources
Own Operational Readiness documentation and assess impacts across Customer Experience, Agent Experience, Reporting, Quality Assurance, Communications, Knowledge Management and Training
Design, develop, implement and optimise AI capabilities including chatbot flows, intents, automations, knowledge sources and self-service experiences
Build, configure, test and maintain AI solutions aligned with customer needs, business objectives and operational processes
Contribute to the Customer Experience AI strategy and roadmap
Monitor, analyse and report chatbot performance, AI effectiveness and customer interactions, implementing enhancements based on data-driven insights
Partner with Customer Experience, Product, Technology and other stakeholders on AI-powered customer support solutions
Support Tier 1 and Tier 2 customer contacts across service channels during peak operational periods

Requirements

What you’ll need

Strong written and verbal English communication skills
Organised with a high standard of attention to detail
Proactive and hands-on
Ability to work independently and collaboratively with stakeholders across THE ICONIC and ZALORA
Ability to prioritise work with competing deadlines
Confident CRM system knowledge
Analytically driven and comfortable working with data
Problem-solving skills
Ability to establish rapport and collaborate easily with stakeholders
Amenable to work in the greater Metro Manila area, particularly the MCX area
Filipino citizenship or employment eligibility/work visa requirement is addressed in the application

Benefits

Comp & perks

Hybrid work arrangement
Opportunity for future progression and leadership development
Learning and development opportunities
Collaboration with teams across the Philippines and Australia