Department Operations
LevelExperienced (Individual Contributor)
LocationThailand - Bangkok
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:
- Oversee and manage the operational processes for CBS, mCBS, and nCBS.
- Handle backlog chasing and manage workflows to meet Service Level Agreements (SLAs).
- Work with both internal and external functions to properly handle pushed-out parcels.
- Optimize manpower in collaboration with the planning team to align with cycle times and hourly volume.
- Continuously improve staff Key Performance Indicators (KPIs) related to productivity, accuracy, service level, and stakeholder satisfaction.
- Act as a leader for the operational team, using daily performance reports to effectively monitor and manage staff.
- Coach and advise team members to foster their professional development and enhance team performance.
- Drive a culture of excellence and maintain high operational standards.
- Report a summary of data, operational concerns, and proposed improvement procedures to management and other relevant parties.
- Demonstrate a history of excellence in team development and performance management.
Requirements:
- Good communication and stakeholder management skills.
- Analytical ability - logical thinking and optimization.
- Strong working knowledge of Spreadsheets (Excel/Google Sheets).
- Proven working experience in project management
- Multitasking and prioritizing skills.
- Work with fast, timeline and extra long working hours during campaign
- Fast Response, under pressure