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DepartmentOperations
LevelExperienced (Team Lead)
LocationVietnam - Ho 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:
Responsible for ensuring each touchpoint across the Payment customer journey is engaging, elevating, and efficient hence increasing customer satisfaction & experience while ensuring the optimal payment cost
- Focus on payment policy, payment performance and user needs to develop a strategy and initiatives to improve payment experience
- Conduct regular market research and benchmark against industry to explore Vietnam market payments trends and changes & provide direction for Shopee on the user payment need
- Monitor & drive transaction cost performance & optimisation
- Cooperate with multiple departments to initiate and implement projects to enhance customer experience & cost optimisation
- Manage a small team to assist in delivering initiative results
- Assist line manager in other tasks assigned
Requirements:
- 3+ years working experience in customer experience/ business intelligent in e-commerce/ payment ecosystem
- Bachelor's Degree
- Data analytics expertise
- Experience managing project and initiatives
- Fluency in English
