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. Performance Monitoring and Analysis

• Develop and track KPIs to assess the performance of service providers.
• Analyze performance data to identify trends, issues, and opportunities for improvement.
• Prepare regular performance reports and presentations for internal stakeholders.

2. KPI Implementation and Management

• Collaborate with service providers to define and agree on performance metrics.
• Implement a KPI and penalty system to ensure accountability and service quality.
• Conduct regular performance reviews and meetings with service providers to discuss outcomes and areas for improvement.

3. Relationship Management

• Build and maintain strong relationships with the service providers
• Address service provider concerns and feedback related to performance metrics.
• Facilitate communication between service providers and internal teams to ensure alignment on expectations.

4. Continuous Improvement

• Identify best practices and innovative solutions to enhance service delivery.
• Lead initiatives aimed at increasing operational efficiency.
• Contractual and Compliance Oversight
• Assist in the development and modification of contracts related to performance metrics and penalties.
• Ensure compliance with contractual obligations and performance standards.

5. Team Collaboration

• Collaborate with cross-functional teams to align on performance goals.
• Participate in team meetings and contribute to strategic planning related to mid-mile delivery.

Requirements:

• Proven experience as a Key Account Manager or in a similar role, preferably within the e-commerce or logistics industry
• Excellent communication and interpersonal skills, with the ability to build rapport effectively.
• Results-driven mindset with a focus on achieving and surpassing targets
• Ability to work independently as well as collaboratively in a team environment.
• A bachelor's degree in Industrial Engineering or other engineering-related courses is preferred.
• Amenable to being assigned to Podium, Mandaluyong