Operations Strategy Consultant - User Experience, Regional Operations

Operations Strategy Consultant - User Experience, Regional Operations

Department : Operations

Level : Experienced (Individual Contributor)

The Operation teams at Shopee cover 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 :

Shopee’s Regional Marketplace Operations department is constantly solving problems and introducing innovative solutions to improve platform usability and enhance end-user experience for our buyers, sellers, and partners. Our teams sit at the core of our business and collaborate with various departments to manage end-to-end e-commerce processes and design scalable solutions to create impact across multiple markets. To do so, we deep dive into the fundamentals of each aspect and drive strategic initiatives to sharpen our policy, processes, and features for greater product and operational excellence.

Regional Operations include : Customer Service, Payment, Listings, Seller Operations, Returns & Refunds, and Fraud.

Job Description :

• Work closely with senior management as an integral member of the team responsible for shaping our Shopee App and Operations processes through robust user experience analysis and initiatives.
• Engage in project-based initiatives aimed at identifying and implementing solutions to drive significant improvement in our user experience.
• Own and drive high-impact projects across operations-related verticals and workstreams.
• Utilise strong analytical skills and a hands-on, pragmatic approach to deliver tangible results.
• Employ effective communication to tactfully encourage the adoption of planning and execution best practices as a result of project outcomes.

Requirements :

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