Department Operations
LevelExperienced (Individual Contributor)
LocationHo Chi Minh City 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
Performance management: Own Help Center KPIs (SLA, deflection, CSAT, resolution, recontact/reopen); set targets and a governance cadence with BPOs.
Vendor management: Drive BPO performance, RCA ownership, and corrective action plans; lead performance reviews and vendor benchmarking.
Stakeholder coordination: Align with WFM, QA, Training, and Operations to close cross-functional gaps; represent Help Center status in governance forums.
Performance enhancement: Turn data into improvement priorities - process, content, and automation fixes to lift quality and productivity.
Daily operations: Run the day-to-day operating rhythm - monitoring, triage, and reporting - escalating only what truly needs in-house intervention.
Risk & long-tail management: Identify low-frequency, high-impact issues before they escalate; build early-warning mechanisms and escalation pathways for sensitive cases.
Requirements:
Bachelor's degree or equivalent; experience in BPO/vendor management, performance management, or contact center operations.
Data-driven, analytical, with a solid grasp of contact center/Help Center KPIs.
Strong vendor and stakeholder management skills - able to influence and drive accountability without direct authority.
Comfortable balancing operational stability with proactive risk and long-tail problem-solving.
Strong ownership and coaching mindset; able to work shifts, 5 days/week.
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