Workforce PMO (Scommerce)

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:

• Agency Performance Management: Monitor, oversee vendor relationships and evaluate the performance of third-party manpower agencies against contractual KPIs (e.g., attendance rates, attrition, and worker quality).
• Vendor Accountability: Lead regular performance reviews with agency partners and execute corrective actions and improvement plans for under-performing vendors.
• Fulfillment Rate Monitoring: Track daily and weekly staffing fulfillment rates across the entire warehouse network to identify potential labor shortages before impact operations and strategically develop payment schemes to incentivize and improve vendor fulfillment performance.
• Stakeholder Liaison: Work closely with local Warehouse Leads to understand site-specific labor challenges and provide centralized support for headcount fulfillment.
• Compliance & Audit: Ensure all manpower agencies adhere to local labor laws and Shopee’s internal code of conduct and safety standards.

Requirements:

• Education: Bachelor’s degree in Human Resources, Business Administration, Supply Chain Management, or a related field.
• Vendor Management Experience: Minimum of 2 years of experience managing third-party service providers or high-volume blue-collar staffing.
• Analytical Skills: High proficiency in Microsoft Excel (data cleaning, pivot tables, and trend analysis) to monitor fill rates and agency performance.
• Operational Awareness: Understanding of warehouse shift structures and the impact of labor availability on logistics throughput.
• Negotiation & Influence: Strong interpersonal skills to hold agencies accountable and manage expectations with internal warehouse stakeholders.
• Agility: Ability to make quick, data-driven decisions in a high-pressure, fast-changing environment (especially during mega-campaign seasons).
• Communication: Clear and concise reporting skills to provide executive summaries of network-wide staffing health to senior leadership.