Buyer Self Collection - Project Management, SPX Express

Department Operations

LevelExperienced (Individual Contributor)

LocationKuala Lumpur

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:

• Strategize the growth network and management of self collection partner points for SPX
• Analyze areas of improvement on performance & operational processes
• Monitor daily reports based on orders received, partner compliance and performance matrix
• Develop operation process flow and guidelines within and across the team to ensure the services provided are aligned to the set standards
• Coordinate with other fulfillment managers and support functions, on any new processes, delivery performances to ensure end-to-end Service Level Agreements (SLAs) are met
• Acquire customers to come and use service points to achieve the target aligned
• Establish excellent customer service to ensure good customer experiences
• Source and onboard new service point partners
• Build team customer acquisition capabilities e.g. how each shop lead should identify lead, and acquire walk-in customers
• Solve day-to-day problems with the team to ensure the success of Key Performance Indicators (KPIs)
• Provide continuous support to the team, in helping to achieve teams’ performance goals

Requirements:

• Bachelor's Degree in the related field
• Strong analysis and problem-solving skills
• Equip with people management skills is advantageous
• Ability to work independently and good team player
• Good communication skills in both written and verbal
• Knowledge of logistics network / retail network is a bonus