Alibaba Group | Customer Operations Department, Hangzhou, China
Research Scientist | July 2022 – March 2025
Full-time, On-site (July 2023 – March 2025); Part-time, Remote (July 2022 – June 2023)
Designed and analyzed large-scale field experiments evaluating AI-assisted customer service and its effects on agent productivity and service quality.
Developed multidimensional performance measures and analyzed compensation systems to understand how operational incentives shape agent behavior.
Analyzed operational data and conducted surveys and interviews to identify opportunities for improving customer service operations.
This industry experience has informed my academic research on human–AI collaboration, performance measurement, and incentives in service operations.