Department Operations
LevelExperienced (Team Lead)
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:
- Manage a team responsible for the following tasks
- System Monitoring: Actively monitor partner and bank systems to ensure seamless operations. Alert stakeholders and take immediate action in case of any issues affecting user experience.
- Issue Management: Identify potential issues and promptly alert relevant departments to protect user experience.
- Customer Support: Handle and resolve cases escalated by the Customer Support (CS) team.
- Bug Identification: Identify bugs in the app and system, report to relevant departments (Product Management, Development, etc.), and follow up until issues are resolved.
- User Acceptance Testing (UAT): Participate in UAT and live testing of new features and enhancements.
- Task Allocation: Arrange work schedules and distribute tasks among team members to optimize productivity.
- Stakeholder Coordination: Coordinate with others to evaluate and analyze problems; find out the root causes and propose solutions that effectively recover Customer Experience.
- Process development & improvement: Identify operational and structural weaknesses and develop or enhance processes to improve team efficiency.
- Performance management: Monitor daily reports to evaluate and analyze problems, propose solutions to improve system performance, and actively manage backlog to meet.
- Communication management: Regularly update the team on new features and keep partners informed about system changes and major events.
- Reporting: conduct weekly meetings to discuss challenges, report pain points, and recommend solutions and proactively follow to optimize system performance.
Requirements:
- At least 3 year experience in a tech start-up (e-commerce, fintech) for an operation or customer experience role.
- Exprience in team leading.
- Ability to work under pressure, analyze problems and propose solutions.
- Critical & logical thinking, problem solving skills, flexibility in handling problems.
- Proficiency communication skills in English and Vietnamese (verbal and written) to coordinate with internal stakeholders across the region.
- Good team player, positive attitude with a can-do attitude, & integrity and responsibility.
- A fast learner who is meticulous and detail-oriented.
- Strong proficiency in Microsoft Excel, Google Sheets and Google Slides, SQL.
- Self-starter with a strong sense of curiosity.
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