Rider Support Lead

3 weeks ago

Ho Chi Minh City, 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.
- 1. Team Management (50%)- Manage and oversee the day-to-day operations of the rider support team, including both in-house and outsourced employees.
- Provide guidance, coaching, and support to team members to enhance their performance and professional development.
- Collaborate with cross-functional teams to drive operational excellence and improve rider support processes.
- Foster a positive and collaborative team environment.

2. Continuous improvement: (30%)- Develop and maintain regular reporting mechanisms to track team performance and key operational metrics.
- Analyze data and generate reports to provide insights into team performance and identify areas for improvement.
- Propose process and service improvement suggestions by identifying rider pain-points and simplifying processes.
- Present findings and recommendations to stakeholders, including senior management, to drive informed decision-making.

3. Project Management (20%)- Key contact points to work with SPX Regional teams to implement new policy, processes related to Riders.
- Plan, execute, and monitor projects to ensure timely delivery of results.
- Track project progress, identify risks, and implement appropriate mitigation strategies.
- Lead and manage ad-hoc projects assigned by the line manager.

**Requirements**:

- Bachelor’s degree in any fields.
- 3+ years of relevant experience in management or a similar role, preferably in the transportation, logistics, or on-demand service industry.
- Experience managing teams and leading day-to-day 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 is a must.
- 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 fast-paced environment.
- Experience in managing outsourced teams or working with remote team members is a plus.
- Knowledge of rider operations metrics and key performance indicators (KPIs).
- High sense of responsibility, careful, eager to learn, integrity.

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