Senior Rider Operation Support, Spx Express

6 months 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.
- 1. BAU Tasks- Daily perform to internal audit samples to control/ ensure the Rider’s service quality and performance.
- Handling escalation complaints about Riders from other relevant Teams, deep dive and identifying Rider's violations, give final resolution ensuring the customer excellence and operation as well.
- Work closely with Ops (Hub Leads/Sups, Ops Support, AOMs, ROMs) to raise the Rider’s pain points, performance, abnormal issues, monitor the Rider’s improvement to ensure the strictly comply policy and smooth operation of Ops.
- Monitor risk-management procedures and maintain and analyze problem logs to identify and report recurring issues to management and product development.
- Closely monitor key performance indicators (KPIs) to achieve the Team targets required by management.
- 2. Project Coordinate- Proactive to coordinate with stakeholders to raise up the pain points in operation, concerns from Riders/ Hubs about new feature/ process.
- Ensure that all aspects of project are organized and in conformance with timeline and deliverables requirement.
- Develop and maintain project performance database that tracks overall progress and achievement of milestones.
- 3. Ad hoc/ issues management- Sharpenly to detect the abnormal/ high risk issues and escalate to Line Manager with full sides information and proper solutions proposal.
- Actively to work closely with key stakeholders to investigate, give advice/ instruction to the team, and monitor the final resolutions.

**Requirements**:

- Knowledge of quality assurance terminology, methods, and tools.
- 2 years of experience developing and building the quality assessment regulations, QA/QC the Rider’s quality management.
- Demonstrated knowledge of testing best practices, version control practices and defect management practices
- Excellent communication skills (verbal & written).
- Ability to solve problems quickly and independently while working in a fast-paced environment.
- Intermediate to advanced reporting skills
- Excellent ability to identify and analyze data for trends.
- Experience in providing performance feedback
- Excellent time management
- Ability to multitask and perform in constantly changing environment
- A results-oriented approach
- Ability to work under pressure
- Critical thinking
- Basic communication in English

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