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.
Job Description:
In this role, you will lead the strategic direction and operational excellence of the Returns & Refunds (RR) function across the region. You will be responsible for shaping policies, driving high-impact initiatives, and building scalable capabilities to deliver a seamless, efficient, and cost-effective returns experience.
Working closely with cross-functional and regional stakeholders, you will balance customer experience, seller impact, cost, and risk considerations while leveraging data, technology, and AI to optimise performance.
This role is ideal for a strategic problem-solver who combines strong analytical thinking with operational execution — someone who can translate complex challenges into scalable solutions and drive measurable impact across markets.
- Define and drive the overall Returns & Refunds (RR) strategy, including end-to-end policy, process design, and system automation to deliver a seamless and efficient returns experience.
- Evaluate and optimise operational performance across cost, risk, and workforce efficiency, ensuring scalable and sustainable operations while balancing customer experience.
- Partner with Product, Tech, and Data teams to leverage technology and AI (e.g., buyer risk profiling, user-level tiering) to enhance automation, decision-making, and risk controls.
- Conduct deep-dive data analysis and market research to generate insights, inform strategic planning, and identify opportunities for continuous improvement.
- Collaborate with senior stakeholders across markets to align on priorities, manage trade-offs (customer experience vs. cost vs. risk), and ensure effective execution.
- Lead and coach team members to build strong problem-solving capabilities, drive ownership, and deliver high-impact outcomes.
Requirements:
- Bachelor’s degree in any discipline. A master’s degree is advantageous but not required.
- At least 5 years of strategy working experience with top-tier strategy consulting firms or organisations in the e-commerce, tech, supply chain, or retail industries.
- Experience working across multiple markets, with the ability to navigate regional differences and drive alignment across diverse stakeholders.
- Proven track record in driving business strategy, leading complex projects, and delivering measurable impact in dynamic environments.
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and decisions.
- Experience in process optimisation, operations management, or risk/cost optimisation is highly preferred.
- Familiarity with leveraging technology, data, or AI to drive business outcomes is a strong advantage.