Job Description
Manage onboarding and offboarding for specific seller segments (PS/ PS+/ Mall)
Handle daily penalty operations related to orders and financial transactions, including seller appeals
Test new features before launch (UAT), evaluate features from seller experience and policy perspectives and work with teams to fix/enhance, recommend launch timing based on readiness, impact and risk
Identify process gaps and improve workflows
Handle escalations from internal teams
Track performance and deliver reports/analysis
Metrics / KPI
SLA/OLA Compliance: Ensure all appeals and onboarding requests are processed within the agreed timeline.
Crisis Case Resolution: Effectively manage and resolve high-priority escalation queues to minimize business impact.
Accuracy Rate: Maintain high precision in penalty validation and PS/PS+ whitelisting to ensure fairness.
Requirements
2+ years of experience in e-commerce operations, compliance or process improvement.
Applied systematic thinking to analyze and optimize end-to-end processes for consistency and efficiency
Proficient in Excel or Google Sheets for BAU task execution and performance reports.
Excellent communication and stakeholder alignment skills to work effectively across cross-functional teams.
Experience in UAT and feature feedback consolidation is preferred.
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