Operations Specialist - Process Optimization, Control Tower, SPX Express

Roles & Responsibilities

About Shopee SPX Express

Shopee SPX Express is the logistics arm of Shopee, providing efficient and reliable delivery services to our sellers and buyers. We handle first-mile pickup, sortation, last-mile delivery, and return solutions. By combining technology and seamless processes, SPX Express ensures a superior logistics experience for our customers.

Job Overview:

As an Operational Excellence Specialist for the SPX Express SG local team, you will play a crucial role in ensuring the seamless execution of our end-to-end operational processes. You will monitor KPIs, analyze performance trends, and lead initiatives to address operational challenges. Working closely with cross-functional teams, you will ensure that Shopee’s operational standards are maintained and improved, ultimately enhancing the customer experience.

Key Responsibilities:

• Monitor Trends & Analyze Issues:

Track delivery trends, including investigating stuck or lost parcels and extended lead times.

Develop comprehensive reports detailing issues and proposing actionable improvement plans.

• Establish Processes & Draft SOPs:

Create and implement new operational processes.

Draft and circulate standard operating procedures (SOPs) to ensure clarity and alignment across teams.

• Resolve Escalations:

Promptly address and resolve escalated issues such as misdelivered, stuck, lost, or damaged parcels, ensuring minimal disruption to operations.

• Test Features & Implement Rollouts:

Support the testing and rollout of new operational features to enhance overall process efficiency.

• Conduct Quality Checks & Improve Processes:

Perform sample quality checks on operational processes, including delivery proofs.

Collaborate with relevant teams to drive continuous quality improvement initiatives.

• Lead Projects & Execute Tasks:

Manage and actively participate in mini-projects aimed at boosting operational efficiency and effectiveness.

Qualifications:

• Diploma or Bachelor’s Degree in logistics, business administration, or a related field.
• Working experience in logistics, data or a related area is advantageous.
• Proficiency in MS Excel and SQL, with strong numerical skills to analyze trends and data effectively.
• Excellent organizational and time management abilities, with the capacity to work efficiently under pressure.
• Strong communication and interpersonal skills, with the ability to multitask and maintain accuracy in a fast-paced environment.

Tell employers what skills you have

Operational Excellence
Data Analysis
Quality Improvement
Interpersonal Skills
Rollout
MySQL
Administration
Multitasking
Time Management
Customer Service