Hiring: Seller and Customer Support Manager Company: JD.COM Location: Shanghai, VA Job Posted Time: 2026-09-12 11:31:20 Target Skills & Keywords : Stakeholder Management About the job Required Skills: •Own seller and customer experience across the cross-border marketplace, driving improvements in SX and CX performance •Work closely with seller support and customer support teams to identify key issues, root causes, and improvement opportunities •Own and manage the Voice of Seller (VoS) and Voice of Customer (VoC) programs, capturing and structuring feedback from multiple channels •Translate support insights into product and feature requirements, partnering closely with Product teams to drive prioritization and implementation •Identify recurring issues across seller operations, customer journeys, and cross-border logistics, and drive scalable, systematic solutions •Track and improve key experience metrics, including response time, resolution rate, customer satisfaction, and issue recurrence •Drive process optimization across support workflows, escalation mechanisms, and service standards to improve efficiency and consistency •Support key seller programs and business initiatives by improving service readiness and execution quality Qualifications: •In-depth knowledge of seller and customer journeys within marketplace environments •Proven experience in driving experience improvement initiatives, including issue diagnosis and solution implementation •Strong analytical skills, with the ability to structure problems and derive insights from data and feedback •Strong execution capability, with the ability to drive initiatives from problem identification to implementation •Excellent stakeholder management skills, with the ability to collaborate across multiple teams •Fluent in English and Chinese, with strong communication skills to support cross-border business operations Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!