Shopee (Thailand) Co., Ltd.
Strategic initiatives and project Management - Buyer Experience (SPX Express)
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.
About the Team:
Job Description:
- Lead high-impact strategic initiatives and projects related to buyer experience; translate Buyer Experience healths / metrics into actionable strategic and operational initiatives that improve customer experience overtime.
- Monitor overall buyer experience health focusing on SPX delivery experience (SLA, Delivery Speed, Rider Communications; parcel conditions) and after-delivery experience i.e. Customer Service and Recovery.
- Monitor and analyze buyer Net Promoter Scores (NPS) with a specific focus on SPX logistics performance and identify opportunities for improvement.
- PMO cross-functional management for experience topic improvement e.g. voice of customer enhancement with core SPX operations improvement, operational compliance.
- Provide clear, data-driven, and actionable insights to internal stakeholders by simplifying complex datasets into digestible reporting formats
- Leverage analytical tools and performance dashboards to track quality metrics and ensure consistent delivery excellence across the buyer journey.
- Lead and develop a mid-sized team. Set clear goals, provide regular feedback, and ensure team alignment with business direction.
Requirements:
- Bachelor's degree in business administration, logistics or a related field
- 3-5 years of experience in project management and /or process improvement, consulting roles, and leading a small to mid-sized team
- Experience working in e-commerce, logistics, or customer experience (familiarity with NPS, VOC, Customer Journey mapping) is a plus
- Excellent communication skills, as this role will require collaboration and alignment with multiple teams and senior management
- Self-driven and good leadership skills to facilitate cross-functional interactions
- Strong analytical skills to conduct data-driven decisions and experience with tools like Excel or SQL
- Be creative in problem-solving with growth mindset and positive attitude (proactive, strong sense of ownership, data-driven, and hands-on)
- Proficient in Excel and PowerPoint
Experience required
- 3 years
Salary
- Negotiable
Job function
- Distribution / Logistics
- Management
- 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
