Seller and Customer Support Manager

At JD.com, we are building one of the world’s most trusted technology and supply chain ecosystems. Founded in China, JD.com has expanded globally, operating across retail, logistics, technology, and more, serving over 700 million active customers.

About the role

• 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
• Collaborate cross-functionally with Product, Category, Operations, Logistics, and Marketing teams to resolve systemic issues and improve overall platform experience

Qualifications

• Experience in cross-border e-commerce, marketplace platforms, or seller/customer support functions
• Strong understanding of seller and customer journeys within marketplace environments
• Proven experience in driving experience improvement initiatives, including issue diagnosis and solution implementation
• Experience working with Product teams to translate business needs into product features or system improvements
• Strong analytical skills, with the ability to structure problems and derive insights from data and feedback
• Excellent execution capability, with the ability to drive initiatives from problem identification to implementation
• Strong 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

At JD.com, we value diversity and inclusion, and we are committed to building a workplace where everyone can thrive. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.