Senior Outsourced Vendor Management - Operations, SPX Express

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:

• Closely monitor daily BPO performance, take action internally & externally to achieve SLA. Process daily/monthly booking to Vendors & resolve related BPO incidents in assigned areas.
• Frequent meeting/analysis/review/build relationships with Vendors and internal stakeholders to ensure smooth business operations.
• Work with related teams to investigate/resolve issues/incidents related to BPO/staff from vendors.
• Proactively work with Vendors & internal team to resolve bottlenecks in process/operations, ensuring end-to-end BPO fulfillment & quality.
• Understand business landscape, continuously benchmark with other markets/businesses who also use similar BPO supplies to ensure our strong position in the market.
• Contribute & process vendor evaluation with internal teams.
• Other tasks are assigned by the Company from time to time.

Requirements:

• Min 4+ years of experience in workforce management or related roles.
• Solid communication and stakeholder management skill, both internally and externally.
• Data and SOP-driven, with strong problem-solving and decision-making abilities.
• Thrives in fast-paced settings, delivering results under pressure and within tight deadlines.
• Willing to be hands-on with solid project management and execution abilities.
• Result-oriented and proactive approach in identifying and capitalizing on opportunities.