Shopee (Thailand) Co., Ltd.
Project Operations (Customer Service) (ShopeePay)
atShopee (Thailand) Co., Ltd.The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
- Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery.
- Act as PMO for CS function, including project planning, resource allocation, progress tracking, and risk management.
- Ensure delivery of operational metrics to evaluate impact, identify gaps, and recommend continuous improvement actions.
- Collaborate cross-functionally with product, operations, tech, and compliance teams to identify root causes, design scalable solutions, and implement sustainable improvements.
- Prepare and present performance reports, root cause analysis, and action plans to stakeholders and management.
Requirements:
- Bachelor’s or Master’s degree in Business, Operations, or a related field.
- 4+ years of experience in project management, operations, or business transformation roles; exposure to customer service or operations environments is an advantage but not mandatory.
- Proven experience in leading cross-functional projects in a fast-paced environment, with strong ownership from planning to execution.
- Strong analytical mindset with experience in interpreting performance data and driving metrics-based improvements.
- Excellent communication, people management, and conflict resolution skills with good command of English.
- Familiarity with fintech, payments, or digital wallet services is an advantage.
- Strong logical and analytical thinking
- SQL and coding skills are a plus e.g. Google App Script, JavaScript, Python etc.
- Yesterday 18:22
Experience required
- 4 years
Salary
- Negotiable
Job function
- Management
- Customer Service
- Strategy / Planning
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
