Description
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.
About the Team:
We are looking for an AI Strategy & Operations Lead to spearhead the deployment, optimization, and scaling of agentic AI and broader AI-driven solutions across Shopee Malaysia — with a mandate to extend impact across the wider organization over time. This role sits at the intersection of strategy, operations and change management, reporting directly to the Head of Customer Operations and working closely with executive leadership.
The successful candidate will lead a small team as well as serve as the organization’s resident AI expert.
Job Description:
1. Optimize Existing Ops AI Initiatives
- Conduct a comprehensive audit of all AI deployments across operations workflows to assess utilization, accuracy, and ROI.
- Identify underperforming AI initiatives and implement corrective actions to maximize value extraction from existing tooling.
2. Identify & Deploy New AI Opportunities
- Systematically evaluate Operations processes to identify high-impact opportunities for agentic AI automation and augmentation.
- Design, prototype, and deploy agentic AI solutions from concept through to production at scale.
3. Lead Agentic AI Platform Change Management
- Own the end-to-end change management strategy to drive adoption of the in-house agentic AI deployment platform across the entire Shopee MY.
- Develop and execute enablement programs such as workshops and use-case libraries, to move adoption from pilot-stage to organization-wide scale.
- Work with AI Champions across different regions and teams to create a multiplier effect for platform adoption.
4. Mentor, Teach & Build AI Capability
- Serve as the go-to AI expert, advisor, and mentor for individuals across the organization who want to upskill in AI and automation.
- Create structured learning paths from basic workflow building on the agentic AI deployment platform to advanced agentic AI design.
- Translate complex AI capabilities into business-relevant narratives for executive and board-level stakeholders.
Requirements:
Must-Have
- Hands-on experience building and deploying agentic AI systems end-to-end: candidates must have shipped production-grade solutions, not just advised on them.
- Proficiency with agentic AI frameworks and LLM orchestration tools (e.g. n8n, LangChain, CrewAI, AutoGen, or equivalent).
- Demonstrated track record of AI implementation with measurable business outcomes: cost savings, efficiency gains, or revenue impact.
- Experience leading cross-functional change management initiatives, specifically driving adoption of new technology platforms across large organizations.
- Strong executive communication skills: able to translate technical AI concepts into clear business narratives for senior and C-suite stakeholders.
- People leadership experience, with the ability to hire, develop, and manage a team of 3–5 individuals.
Good to have:
- Background in operations, customer service, or e-commerce: direct familiarity with the workflows being automated accelerates impact significantly.
- Experience conducting AI audits or maturity assessments: evaluating existing deployments for utilization, performance gaps, and ROI improvement opportunities.
- Proven ability to design and deliver enablement programs: workshops, training curricula, or use-case libraries that build AI capability at scale across diverse teams.