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:

Lead key projects related to returns and refunds process/product improvement and define key metrics to measure project success Draw insights from data sets and apply data-driven methods to identify user pain points related to returns and refund journey on Shopee Identify and design initiatives to solve operational issues related to returns and refunds Create project plan and align timelines and dependencies with different stakeholders Size the impact of the identified initiatives to help with prioritisation of the features Collaborate with local operations and product teams to refine proposed solutions and implement initiatives to improve user experience and optimise cost Collaborate with product stakeholders to implement system driven initiatives Monitor performance of initiatives post launch and identify improvement opportunities or gaps

Requirements:

A Bachelor's degree in Statistics, Mathematics, Business Analytics, Computer Science or any relevant degree, with at least 3 years of relevant work experience Strong analytical and problem-solving skills with proficiency in Python and SQL for data analysis and reporting Passionate about identifying user pain points, process bottlenecks, or inefficiencies and designing solutions to resolve them Strong desire to work on and take ownership of product-related projects to drive platform improvements and enhance end-user experience Ability to coordinate tasks across various stakeholders, manage project progress and achieve goals in a timely manner Ability to thrive in a dynamic and collaborative environment