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Trip.com Group · Shanghai

# Senior Intelligent Knowledge Operation（智能客服运营）

Shanghai Senior individual contributor Operations 

Listed on Trip.com Group’s official careers site. Posted July 20, 2026. Check that it is still open and apply there.
[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ032396&atsApiType=Moka)

[OpenNash Jobs](https://jobs.opennash.com/) / [Trip.com Group](https://jobs.opennash.com/companies/trip-group/) / Senior Intelligent Knowledge Operation（智能客服运营）

## Job description

### 工作职责
- 参与搭建所负责业务版块的智能机器人知识库及运营体系。
- 优化客服机器人解决方案的表达形式、表达文案、对话流程设计，持续推动方案层的内容优化。
- 深入研究和理解业务，通过对业务规则和服务逻辑的深刻理解，识别和分析用户的关键痛点和需求，通过问题场景进行问题分类并设计定制化的服务解决方案。

### 协助支持梳理智能客服系统需求BRD文档； 任职要求
- 本科及以上学历。
- 英语听、说、读、写熟练，英语可作为日常工作语言。
- 熟练掌握Office、Xmind/Visio等其他基础流程工具。
- 数据敏感度高，熟练使用Excel、SQL、Python等数据分析工具。
- 具有较强的逻辑思维能力、提炼总结能力，针对复杂问题能快速拆解并制定有效的解决方案。
- 具有PMP认证或6 Sigma认证优先。
- 有OTA行业或服务域流程管理工作经验者优先。
- 关注AI领域市场动态，有智能服务相关产品运营经验和知识储备。

## At a glance
- Posted by the employer: Jul 20, 2026
- First seen by OpenNash: Oct 19, 2026
- Last checked: Oct 19, 2026
- Listed for: 91 days
- Location: Shanghai[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ032396&atsApiType=Moka)

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