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Buyer Experience Control Tower

2 weeks ago

กรงเทพมหานคร, Thailand Shopee Full time

Department Operations
- LevelExperienced (Team Lead)
- LocationThailand - Bangkok

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.
- Monitor overall buyer experience health focusing on delivery experience (SLA, Speed, Rider Communications; parcel conditions) and after-delivery experience i.e. Customer Service and Recovery
- Monitor buyer NPS scores concerning logistic performances
- Translate Buyer Experience healths/metrics into strategic and operational initiatives to improve buyer experience overtime
- Lead strategic initiatives related to buyer experience
- Work with internal stakeholders within SPX to roll out and maintain strategic initiatives in order to improve buyer experience
- Manage cross-functional work between Customer Experience, Recovery, Quality Assurance and other functions
- Oversee Operational compliances with regard to Buyer Experience

**Requirements**:

- Bachelor's degree in logistics, supply chain mgmt., business administration, or a related field.
- 5+ years of experience in strategy; process improvements or PMO roles
- Background in Management Consulting is a huge plus
- Excellent communication skills and stakeholder management skills
- Self-driven and good leadership skills to facilitate cross functional interactions
- Experience in leading the small sized team (3-5)
- Strong analytical skills to conduct data-driven decisions
- Be creative in problem-solving
- Proficient in Excel and PowerPoint