Backlog Management

5 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.
- Managing day-to-day backlog to ensure backlog KPIs.
- Work with stakeholders and other departments to review SOP or workflow impact backlog.
- Periodically review the short-term and long-term plans for backlog, and make improvements to these plans to suit the actual situation.
- Monitor all backlog to get the issue and discuss efficiency clearance include:

- CS backlog: backlog all teams in CS.
- Other department backlog: to have insight about their backlog and discuss to clear their backlog.
- BPO backlog: daily corporate and weekly meetings with BPO to advise and require them on how to clear backlog.
- Take on ad-hoc projects/assignments.

**Requirements**:

- Excellent in data analysis.
- High collaboration with all departments, open-minded & flexible aligning the process with counterparts from other functions.
- Fast learning and open to change.
- Proactive attitude and able to work multi-task.
- Able to work with high pressure and tight deadlines.
- Be able to be on duty on the weekend.
- Working time: 8 am - 6 pm Monday - Friday (on duty weekend, Tet/Holiday for support if issue).


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