Planning & Performance Project (Operations Excellence)

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:

• Own end-to-end execution of platform exception handling initiatives across divisions


• Manage key exception buckets: aging orders, stuck orders, escrow release issues


• Drive cross-functional projects from problem identification to full implementation and stabilisation


• Ensure accurate system setup and configurations (e.g. non-working days, SLA logic)


• Lead seller migration initiatives (own fleet → platform logistics)


• Partner with internal teams (Product, SOS, Marketing Demand) to ensure smooth rollout of operational changes


• Act as the central owner to ensure initiatives are executed, not just planned

Operations Excellence

• Understand complex system processes, map dependencies across systems/datasets, and identify gaps.  


• Identify root causes of operational issues and implement scalable, long-term solutions


• Reduce manual workload through automation and AI-driven initiatives (e.g. rule-based processing, distance validation)


• Improve system reliability (status mapping, escrow release accuracy, SLA calculations)


• Establish SOPs and continuously enhance processes to ensure operational stability


• Clean up and resolve legacy system/process gaps


• Build monitoring and tracking mechanisms to timely identify areas where exception handling required

Requirements:

• At least 3 years of experience in operations, project management, consulting, or logistics/e-commerce


• Proven track record in driving cross-functional projects with measurable impact


• Strong problem-solving skills with a structured, data-driven approach


• High ownership: able to push initiatives independently with minimal supervision


• Comfortable working with ambiguity and incomplete data


• Excellent stakeholder management and communication skills


• Detail-oriented with the ability to zoom out and see system-level impact