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:

• Gain a deep understanding of Shopee’s chatbot functionalities.
• Develop and manage end-to-end models and tools; liaise with different functions to identify top contact drivers and reduce contacts to live agents by leveraging available chatbot tools.
• Propose enhancements to improve the chatbot’s capabilities.
• Act as a communication bridge between regional and local teams to address upcoming modifications and new features of Shopee’s chatbot.
• Actively benchmark competitors and suggest new technologies or models to
• enhance user experience and/or operational efficiency.
• Conduct data analysis: Interpret data provided by the regional team and apply a critical mindset to recommend changes based on unmet OKRs.
• Accurately scope and perform user acceptance testing (UAT) for all upcoming product features to ensure seamless deployment.
• Maintain high levels of communication with BPO partners to continuously gather feedback on improving the chatbot and related systems.
• Identify critical issues through precise and targeted data analysis of ongoing projects.

Requirements:

• Bachelor’s degree required.
• Minimum 2 years of experience in product testing, product management, data analysis, UAT, or in a similar data-driven environment.
• Prior experience in e-commerce environments.
• Intermediate to advanced proficiency in Excel, spreadsheets, and Google tools (preferred).
• Advanced English with strong communication and analytical skills.
• Highly structured and organized thinking.
• Proven ability to meet tight deadlines while managing multiple competing projects in a fast-paced environment.