Operations Excellence, ShopeeFood

Khối vận hành tại Shopee chịu trách nhiệm trong việc vận hành toàn bộ quy trình từ lúc người mua tìm kiếm danh mục hàng hóa trên Shopee cho tới thời điểm họ nhận được món hàng đó. Bên cạnh đó, bộ phận này còn tiến hành phân tích và giám sát chỉ số KPIs trên toàn bộ khu vực, tìm hiểu và đánh giá nguyên nhân khi hệ thống vận hành này gặp vấn đề. Các nhánh nhỏ của bộ phần này bao gồm Dịch vụ khách hàng, Thanh toán, Listings, Lưu kho, Logistics (Hậu cần), Hệ thống hỗ trợ người bán và Xử lý gian lận (Fraud).

Về Team của chúng tôi:

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.

Mô tả công việc:

1. Platform Performance Monitoring:
   o Proactively monitor key performance indicators (KPIs) and metrics to identify potential issues or trends
   o Analyze platform performance data to identify bottlenecks and areas for improvement.
   o Implement effective monitoring and alerting systems to ensure timely issue detection
2. Process Excellence & Improvement:
   o Analyze existing processes and systems to identify opportunities for optimization and efficiency gains
   o Develop and document standardized operating procedures to ensure consistency and compliance
   o Collaborate with cross-functional teams to drive the implementation of process improvements
3. Strategic Project Management:
   o Drive department-wide strategic projects, coordinating with internal teams and cross-functional partners to ensure objectives are met and aligned with business goals
   o Proactively address challenges in project workflows and interdepartmental processes, creating sustainable solutions and continuously refining them
4. Productivity & Cost Optimization:
   o Identify, initiate, and lead high-impact projects focused on optimizing department workflows, enhancing productivity, and scaling operations efficiently
5. Stakeholder Alignment & Management:
   o Serve as the primary point of contact for various stakeholders (e.g. business development, product, customer service, driver operations, finance, etc.)
   o Work closely with senior management and cross-functional stakeholders, ensuring transparent communication, managing expectations, and securing buy-in for projects
   o Facilitate effective communication and coordination among different teams to ensure alignment and timely resolution of problems.

• Must have:
  o Bachelor's degree in Engineering, computer science, business administration, or a related field.
  o 4+ years of experience in operations, project management, process improvement, or a similar role.
  o Excellent storytelling & presentation using large data sets (both quantitative & qualitative) in high-level, high-stake business presentations
  o Experience with project management methodologies and tools (e.g., Asana, Jira, Monday)
  o Excellent communication (VIE & EN) and interpersonal skills
• Nice to have:
  o Comfortable in understanding/reviewing/drafting technical/product management documentation such as Feature Request Form (FR), Request for Proposal (RFP)