Senior Returns Excellence

6 days ago


กรงเทพมหานคร, Thailand Shopee Full time

Department Operations
- LevelEntry Level
- 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.

**About the Team**:

- As an RR team sub lead, the employee will be in charge of leading the automation, cost management and logistics returns scopes within the return/refund operational excellence arm
- Key tasks include close monitoring of all OKRs and KPIs within the scope, identifying root causes for changes and developing plans to achieve targets
- In addition, the sub lead is also responsible for providing analysis and leading initiatives within their scope.
- Responsible scopes and KPis include pickup/drop off experience, instant cancellation / ITRR, auto refund, accelerated refund and E2E time improvement

**Requirements**:

- Analytical and able to breakdown and structure complex problems
- Has strong business understanding and can support both strategic thinking and execution
- KPI driven and obsessed with driving value to our customers
- Experience working in a complex organization and adept at collaborating with cross functional teams to achieve a common goal
- Strong people management skills and able to help lead a large team


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