Senior Product Operations - Product, SPX Express

Department Product Management
LevelExperienced (Individual Contributor)
LocationHo Chi Minh City The Product Management team at Shopee is the key focal point between the business, engineering and design teams. The team is responsible for implementing strategy, road maps and features, while adhering to business goals. It covers all functions including but not limited to Financial Services, Supply Chain, Search, Recommendation, Advertising, Order, Promotion, User, Anti-Fraud, Seller Service.
Join us to own a product that is impacting millions of lives in Southeast Asia and Taiwan.
About the Team
The Product Team serves as the driving force behind the digital transformation of SPX business. With a relentless focus on innovation and efficiency, this dynamic team pioneers cutting-edge solutions to streamline and optimize every aspect of our operations. From automated resources management to real-time order tracking systems, they leverage technology to enhance productivity, reduce costs, and exceed customer expectations.
Product Operations sits at the intersection of Business, PMO, and Development. You will execute releases, run UAT, resolve production issues, and drive enablement for digital products across an SEA-wide e-logistics environment.
At the Senior level, the role shifts from execution toward ownership: defining and controlling scope, stakeholders, and schedule for transformation initiatives, making data-informed decisions under ambiguity, and coaching Associates.
Job Description
1. Release Management
Develop detailed release plans, including Go/No-Go checklists, cut-over plans, and rollback strategies.
Coordinate releases using grayscale, A/B testing, or phased rollout approaches.
Monitor post-release performance metrics, assess risks, and proactively trigger rollbacks when necessary.
Own the release plan end-to-end; partner closely with Business, PMO, and Development to ensure smooth delivery.
2. User Acceptance Testing (UAT)
Prepare test scenarios, test data, and maintain UAT environment integrity.
Execute, supervise, and sign off on UAT results; work closely with development teams to resolve defects.
Plan UAT, maintain UAT environment integrity, and supervise and sign off on results; drive defect resolution with development teams.
3. System & Issue Operations
Receive, categorize, and resolve production incidents within agreed SLAs.
Maintain issue tracking logs and coordinate with regional development teams for permanent fixes and enhancements.
Perform approved configuration changes and data corrections in production as needed.
Coordinate resolution of complex incidents and steer permanent fixes across regional teams.
4. Enablement & Change Management
Create user guides, release notes, and other related documentation.
Deliver training sessions for internal users on new features and support smooth transitions.
5. Problem Solving
Strong analytical skills to assess complex problems, identify root causes, and connect cross-functional impacts.
Ability to apply structured thinking and use decision-making frameworks (e.g., SWOT, Impact vs. Effort Matrix) to drive clarity and alignment.
Experience in evaluating trade-offs and making data-informed decisions under ambiguity or limited time.
Proactively identifies risks, blockers, or inefficiencies and proposes actionable solutions.
Comfortable in challenging assumptions and asking the right questions to improve outcomes.
6. Process Owner
Portfolio / area ownership - own an entire product ops domain.
Mentoring & standardization - build playbooks, SOPs, and onboarding materials so capability stays with the team rather than walking out with an individual.
Operational metrics ownership - define and track team-level KPIs/SLAs (e.g., release success rate, incident resolution time, ticket backlog) and report to Director/HOD level. Accountable for measurable outcomes, not just task execution.
People management - manage direct reports end-to-end: hiring, performance reviews, career development, and team capacity planning.
Requirements:
Bachelor's degree in Computer Science, Business Administration, or a related field.
Minimum 5 years of relevant experience, including experience as a Business Process Owner for digital products.
Proven experience engaging directly with HOD-level or above stakeholders and independently managing scope, stakeholders, and schedules.
Understanding of business and data flows, UX/UI, API concepts, and project management fundamentals.
Proficiency in Jira and Confluence.
Ability to analyze trends, anomalies, and root causes using Excel, SQL, or data visualization tools such as Looker Studio.
Strong analytical and problem-solving skills, including evaluating trade-offs, challenging assumptions, and proposing actionable solutions.