Department Operations
LevelExperienced (Individual Contributor)
LocationVietnam - Ho Chi Minh City
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:
- Establish and monitor Key Performance Indicators (KPIs) and service quality targets for BPO partners.
- Coordinate with relevant departments to resolve issues arising during collaboration with BPO.
- Organize regular meetings to exchange information, evaluate performance, and discuss improvement opportunities.
- Serve as the primary point of contact between the company and BPO partners.
- Manage BPO contracts, BPO budget, track costs, ensuring compliance and cost optimization.
- Handle issues related to payments and invoices.
- Participate in BPO-related projects as required.
- Report regularly on performance and BPO-related issues to line manager
Requirements:
- At least 1 year of experience working in BPO management, project management, or equivalent positions.
- Strong data analytical skills for tracking performance.
- Ability to use gsheet, Excel, PowerPoint, and other working systems.
- English communication skills are a plus.
- Good communication and negotiation skills.
- Ability to work independently and in a team.
- Proactive attitude and able to multitask.
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