Alibaba Group, Customer Operations Department, Hangzhou, China
Research Scientist (Full-time), March 2022 — August 2023
Embedded on-site to lead field research projects on platform operations and incentive design
Designed and executed large-scale experiments comparing gig vs. traditional customer support
Provided academic consulting to support Alibaba’s operational innovation initiatives
Research Scientist (Part-time, Remote), August 2023 — Present
Collaborate on AI-powered customer service platforms and agent incentive systems
Develop data-driven strategies to optimize customer service operations