Rider Experience Lead

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityThe 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. Browse our Operations team openings to see how you can make an impact with us.

  • Take charge for performance and capability of team members in responsible area
  • Lead & manage communication plans for riders when the policy changes.
  • Lead and execute engagement strategies, prioritizing the right projects to meet riders' needs.
  • Analyze KPIs, identify fraudulent behaviors, and propose process and service improvements
  • Maintain complaint and nonconformance processing, investigate product complaints or quality issues, and develop complaint and inspection procedures
  • Propose process and service improvement suggestions related to Riders by identifying Rider's painpoints and provide suggestions to simplify processes and optimize performance.
  • Motivate, coach team members and ensure their KPIs are achieved; Work closely with team leads and develop Rider's quality through ongoing coaching, mentoring and career discussions.
  • Lead and manage other adhoc projects assigned by the Leadership.

Requirements:

  • Bachelor's degree in economics, Finance, Accounting or related fields.
  • 5+ years of relevant experience in operations management or similar role
  • Experience managing teams and leading daytoday operations.
  • Experience in quality assurance, complaint handling, and root cause analysis.
  • Familiarity with regulatory requirements related to rider operations and quality control.
  • Strong communication and interpersonal skills to effectively manage communication plans for riders and work with team members, management, and external stakeholders.
  • Excellent problemsolving skills and the ability to identify trends and propose solutions to improve rider experience and prevent fraudulent behavior.
  • Ability to work independently and take ownership of projects while also being a team player and collaborating effectively with others.
  • Able to drive and implement ideas to present findings in a fastpaced environment.
  • High sense of responsibility, careful, eager to learn, integrity.

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