Senior Rider Experience

4 weeks ago

Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- 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.
- Support team lead in conceptualizing and designing new initiatives to improve buyer and seller experience when using SPX service
- Analyze the performance and liaise with leads to collect feedback and identify potential levers to improve, especially those can improve seller satisfaction
- Provide strategic and clear direction to facilitate cross-functional collaboration and coordination across multiple teams (internal, external teams & partners) to ensure key objectives are aligned across the organization
- Create method to collect and analyze internal and external market data, track and monitor performance to derive business insight
- Support team lead in conceptualizing and designing new initiatives to improve rider experience when using SPX service
- Own, maintain & drive various analysis & reports for rider experience/operations to streamline issue with CXL & OPEX in order to improve rider productivity
- Coordinate with PNS team (under MKT Comms) to get superior benefits for rider
- Manage content, control performance, and follow sentiment of rider community across channels
- Establish & streamline all needed processes and identify appropriate indicators to monitor performance and progress
- Drive continuous process improvement and workflow optimisation of the team

**Requirements**:

- At least 2 years of work experience, preferably in Consulting, Marketing, Project Management, or other relevant experience(s)
- Strong business acumen and data analysis skills are pre-requisite
- Excellent command of English with strong stakeholder management and presentation skills
- Highly meticulous and good at coordination, able to work under extreme pressure; able and willing to learn quickly
- Willing to be hands-on with strong project management abilities
- Proven leadership capabilities, driven, resilient, reliable and more importantly, someone who enjoys working in a fast-paced environment

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