Projects & Analytics Specialist – Return & Refund

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:

Project Management & Continuous Improvement

• Lead and manage high-impact, cross-functional projects from initiation to implementation, ensuring timely delivery and measurable business impact
• Drive continuous improvement initiatives to optimize the Return & Refund process, enhancing customer experience while improving operational efficiency and cost effectiveness
• Identify operational, process, and product gaps through data analysis and structured problem-solving, and develop scalable solutions to address them
• Conduct post-implementation reviews to evaluate initiative success, quantify impact, and recommend further enhancements
• Communicate project progress, risks, recommendations, and outcomes effectively to senior leadership and key business partners

Analytics & Strategic Planning

• Develop analytical frameworks and provide actionable insights to support strategic decision-making
• Build and maintain performance dashboards, reports, and business reviews for operational monitoring and leadership reporting
• Analyze key operational metrics, identify trends and root causes, and recommend targeted interventions
• Translate complex data into clear recommendations and presentations for senior leadership

Job Description:

Cost & Headcount Management

• Lead cost analysis, workforce planning, and resource optimization initiatives across the Return & Refund function
• Develop headcount forecasts, productivity models, and cost projections to support business planning and scaling requirements
• Partner with Operations stakeholders to evaluate resource allocation strategies and identify opportunities for efficiency improvements

AI, Automation & Innovation

• Identify and drive opportunities to leverage AI, automation, and technology solutions to improve operational efficiency and reduce manual effort
• Collaborate with Product, Engineering, and Operations teams to implement innovative solutions that enhance team productivity and decision-making
• Measure and track the impact of AI and automation initiatives, ensuring alignment with business objectives and operational goals

Requirements:

Education

• Bachelor's Degree in any field, with demonstrated experience in analytics, project management, operations, or business strategy
• MBA or postgraduate studies are an advantage

Experience

• 4-7 years of relevant work experience in Project Management, Business Analytics, Strategy, Operations Excellence, Consulting, or related fields
• Experience leading cross-functional projects and driving business transformation initiatives
• Experience supporting Customer Service, Operations, or eCommerce environments is preferred
• Experience in workforce planning, cost management, automation, or AI-related initiatives is a strong advantage

Skills & Competencies

• Strong analytical and problem-solving skills with the ability to translate data into business recommendations
• Advanced proficiency in Excel and data visualization tools
• Working knowledge of SQL is preferred; experience with automation tools, scripting, or AI applications is a plus
• Excellent project management and stakeholder management capabilities
• Strong business acumen with the ability to balance customer experience, operational efficiency, and cost considerations
• Excellent verbal and written English communication skills, with the ability to present insights and recommendations to senior leadership
• Self-driven, highly organized, and comfortable managing multiple priorities in a fast-paced environment