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
The Ops Support PMO sits at the intersection of business strategy and operational excellence, ensuring FBS Operation KAMs are equipped to deliver strong seller experience and operational performance at scale. This role owns performance management, knowledge infrastructure, and operational improvement initiatives that directly impact seller satisfaction and KAM KPI attainment.
1. Inbound Performance Governance & Daily Troubleshooting
Act as the primary operational partner for Ops KAMs in handling daily inbound operational issues and troubleshooting discrepancies with Warehouse teams.
Provide operational support and execution oversight to ensure Ops KAMs consistently meet key inbound performance indicators and SLAs.
Facilitate regular operational alignments between Ops KAMs and Warehouse teams to clear immediate handling bottlenecks and enforce accountability across touchpoints.
2. Knowledge Management & Team Enablement
Master all inbound operational logic and SOPs to provide clear decision frameworks and standard resolution paths for Ops KAMs.
Design, map, and roll out end-to-end collaboration SOPs and escalation protocols across all key operational and business stakeholders.
Develop training materials and guidelines to equip Ops KAMs with the necessary knowledge to handle routine inbound queries independently.
3. Operational Excellence & Process Improvement
Identify systemic operational gaps and lead root-cause analysis (RCA) to refine long-term workflows and escalation frameworks.
Drive process improvement initiatives, including AI-driven solutions and automation workflows, to enhance operational efficiency, tool intelligence, and seller satisfaction.
Map and audit operational workflows to address structural friction points and stakeholder misalignment.
4. Cross-Functional Coordination & Strategic Support
Act as the coordination layer across KAMs, operations to ensure alignment and execution excellence.
Support operational rollouts, and ad-hoc initiatives driven by business priorities.
Requirements:
Min. 3 years in eCommerce, marketplace operations, seller management, inbound logistics, supply chain, or performance governance roles..
Strong analytical and problem-solving skills with the ability to translate operational data into actionable insights.
Hands-on experience in SOP development, workflow architecture, and process mapping between commercial and warehouse operations.
Solid understanding of inbound fulfillment processes, warehouse receiving workflows, and operational KPIs.
Familiarity with AI/LLM tools, automation workflows, or AI-driven operational improvement is a strong advantage.
Experience in dashboarding and reporting tools.
Excellent communication and stakeholder management skills, comfortable influencing without authority across KAMs, BD, and Warehouse teams
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