Shopee

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:

1. BPO performance management & Issue resolution:

• Closely monitor daily BPO performance, take action internally & externally to achieve SLA Process daily/monthly booking to Vendors & resolve related BPO incidents in assigned areas.
• Frequent meeting/analysis/review/build relationships with Vendors and internal stakeholders to ensure smooth business operations.
• Work with related teams to investigate/resolve issues/incidents related to BPO/staff from vendors.

2. Vendor performance monitoring and control:

• Proactively work with Vendors & internal team to resolve bottlenecks in process/operations, ensuring end-to-end BPO fulfillment & quality.
• Understand business landscape, continuously benchmark with other markets/businesses who also use similar BPO supplies to ensure our strong position in the market.
• Contribute & process vendor evaluation with internal teams.

Requirements:

• Min 4+ years of experience in workforce management or related roles.
• Solid communication and stakeholder management skill, both internally and externally.
• Data and SOP-driven, with strong problem-solving and decision-making abilities.
• Thrives in fast-paced settings, delivering results under pressure and within tight deadlines.
• A good team player with a continuous improvement mindset.
• Experience in vendor/3PL management is a plus.