Operations Excellence - Last Mile, SPX Express (Maguindanao / Cotabato / Gensan)

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:

Job Overview:

Lead the performance management and continuous improvement of OP operations by driving key operational metrics. The role focuses on identifying operational gaps, enforcing compliance standards, and executing targeted interventions—including training, audits, and performance reviews—to uplift underperforming hubs.

Act as the bridge between internal SPX teams and external OP partners to ensure alignment on operational standards, enhance visibility and accountability in parcel handling, and sustain a high-quality end-to-end delivery experience for buyers and sellers.

Key Responsibilities:

• Monitor and analyze key operational performance metrics (CFR, DSR, LMWT, Loss, RTS) across assigned hubs, ensuring targets are met and sustained


• Identify performance gaps and operational inefficiencies, and develop data-driven action plans to address underperformance


• Conduct regular performance reviews with OP partners providing clear insights, accountability, and corrective actions


• Lead and execute operational interventions such as process improvements, deep-dives, and root cause analysis to drive metric uplift


• Ensure strict adherence to SOPs, compliance standards, and parcel handling protocols across all hubs


• Facilitate training, coaching, and capability-building initiatives for OP teams to improve operational execution and consistency


• Perform regular audits and site visits to validate process compliance and identify on-ground improvement opportunities


• Track and report performance trends, risks, and key insights to stakeholders, enabling timely decision-making


• Support implementation of new initiatives, tools, and process enhancements to improve operational efficiency and service quality


• Act as the main point of contact between SPX and OP partners, ensuring alignment, transparency, and strong working relationships

Requirements:

Educational Background:

• Bachelor’s degree or higher in related fields.

Experience Requirement:

• Background in operations and logistics


• Experience in Vendor Management

Knowledge and Skills:

• Project Management and Continuous Improvement


• Has held a leadership role in a division or team, within a logistics or hub environment.


• Experienced in e-commerce fulfillment 


• Strong understanding of end-to-end logistics and e-commerce operation


• Proficiency in analyzing operational metrics and translating data into actionable insights


• Intermediate to advanced proficiency in Microsoft Office (Word, Excel and Powerpoint) 


• Comfort with ambiguity, principled negotiation, strong emotional intelligence, and understanding of hub-operations P&L drivers.


• Strong attention to detail, especially in monitoring performance and ensuring process compliance


• Willingness to travel for site visits and operational audits as needed