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.
About the Team
About the role
You'll own projects that make our driver network work better: enough drivers in the right place at the right time, performing well, and wanting to stay. This covers both our in-house and outsourced driver models.
This is a hands-on role. Most of your time goes into making things happen with Ops teams, vendors, and drivers. The rest goes into working out what we should fix next, and getting people behind it.
Job Description
Own driver-related projects end to end: define the problem, size it, design the solution, align stakeholders, roll it out, and track whether it worked.
Work across in-house and outsourced driver models on topics such as recruitment strategies, onboarding, retention, productivity, schemes, performance and compliance.
Partner with internal teams (Operations, Transportation, Product, Finance, People) and external partners (driver vendors and contractors) to get changes adopted on the ground, not just agreed in meetings.
Run regular performance reviews with driver vendors: track them against agreed SLAs, escalate issues, and agree on corrective actions.
Spend time on-site and with drivers to understand how work actually happens, and use that to check what the data says.
Turn messy problems into clear recommendations for management: root cause, options, trade-offs, cost, and impact.
Turn one-off fixes into things that scale: SOPs, policies, tracking tools, dashboards, and product requirements for driver tools.
Plan driver readiness for peak campaigns and other demand spikes.
Contribute to the driver management roadmap: what to fix, in what order, and why.
Do other tasks as assigned by the Company from time to time.
Requirements:
Bachelor's degree in Business, Economics, Supply Chain, Logistics, Engineering, or a related field.
3-5 years of experience in consulting, strategy and operations, program or project management, or operations at a logistics, e-commerce or on-demand platform.
A track record of taking cross-functional projects from idea to rollout, with results you can point to.
Strong analytical and problem-solving skills; very good with Excel/Google Sheets. SQL, BI tools and hands-on use of AI tools are a plus.
Able to switch altitude: from a management review to a hub floor or a raw data pull in the same day, without losing the thread.
Good stakeholder management, including with external vendors; comfortable negotiating and holding partners to their commitments.
Clear, concise communication in Vietnamese and English, written and spoken.
Experience with driver, rider or frontline workforce programs (logistics, ride-hailing, food delivery) is a strong advantage.
Willing and able to travel to hubs and provinces for onsite work.
Thông tin chung