Lead Product Manager – Return & Refund (AI Strategies), Regional Operations

The Product Management team at Shopee is the key focal point between the business, engineering and design teams. The team is responsible for implementing strategy, road maps and features, while adhering to business goals. It covers all functions including but not limited to Financial Services, Supply Chain, Search, Recommendation, Advertising, Order, Promotion, User, Anti-Fraud, Seller Service. Join us to own a product that is impacting millions of lives in Southeast Asia and Taiwan.

About the Team:

As a Product Manager for Return Refund (AI Strategies), you will be developing a deep understanding of the eCommerce post-purchase flow and leading advanced AI-driven product solutions to establish an efficient and fair judgment process. Your work will directly impact the buyer & seller experience, as well as the operational costs and efficiency involved in the Return and Refund processes.

Job Description:

• Understand business direction and objectives, align priorities and requirements with business teams and local markets, and translate them into product strategies and solutions.


• Lead and mentor a team of product managers to deliver AI strategies and build AI platforms for automated Return & Refund request and dispute adjudication, improving accuracy, efficiency, and overall operational cost effectiveness.


• Drive initiatives to optimise AI strategies for buyer and seller credibility assessment, as well as detection of fraudulent behaviours related to Return & Refund.


• Oversee AI model development, integration, testing, and iteration across different AI applications supporting Return & Refund judgement and evaluation.


• Deep dive into operational workflows to understand end-to-end business ecosystems


• Develop effective tools and platforms to support local operations, particularly in Return & Refund judgement and policy configuration.


• Own the full product development lifecycle and collaborate closely with designers, analysts, frontend/backend engineers, and data scientists to deliver high-impact product solutions; facilitate cross-functional alignment across product and engineering teams.

Requirements:

• Bachelor's degree in any discipline


• Minimally 5 years of total working experience, excluding internships


• Minimally 2 years of technical product management, technical program management, or analytics-heavy product experience


• Prior experience involving AI-enabled or automation-driven product is a plus


• Prior team management experience is a plus


• Excellent problem-solving skills, critical thinking abilities and data-driven decision-making mindsets  


• Strong verbal and written communication skills, with the ability to communicate effectively with technical and non-technical team members


• Adaptable, open-minded, and thrives in a dynamic environment


• Proactive, self-motivated, and with a strong ownership mentality.