Seller Support Manager

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.
- 1. Drive Seller Performance Improvement (30%):
- Lead projects aimed at improving seller performance on Shopee & SPX platform.
- Analyze reports and operational metrics to identify areas for improvement.
- Develop strategies and initiatives to enhance seller performance and experience.
- Proactively identify non-performing sellers and devise improvement plans.
- 2. Team management (60%):
- Lead and inspire a high-performing Seller Support Team, setting clear objectives and fostering a culture of excellence.
- Define goals and KPIs for the team, ensuring alignment with organizational objectives.
- Recruit, mentor and develop Seller Support members and nurture an environment where they can excel through encouragement and empowerment.
- Drive cross-functional collaboration to streamline processes and enhance seller support effectiveness.
- Anticipate and mitigate potential risks and challenges in seller support operations, proactively implementing solutions.
- 3. Strategic Reporting and Insights (10%):
- Develop reporting mechanisms to provide actionable insights into seller performance and support operations.
- Synthesize complex data into recommendations and actionable insights
- Prepare presentations and reports, highlighting strategic initiatives, performance metrics, and actionable recommendations.
- Collaborate with stakeholders to drive data-driven decision-making and strategic planning processes.

**Requirements**:

- 7+ years of experience in a fast paced environment (consulting, tech, e-commerce, logistics) with at least 3 years of team management experience.
- Knowledge/ experience in E-commerce and E-logistics is preferred.
- Strong analytical skills, capable of deriving insights and solutions from complex data, and proficient in working with numbers and presentations.
- Strategic mindset with the ability to think critically and anticipate future trends and challenges.
- Excellent leadership and communication skills, demonstrated ability to inspire and motivate teams.
- Proactive and results-oriented approach, displaying a strong sense of ownership and accountability.
- Ability to forge strong professional relationships internally and externally, providing consistent, effective, and open communication in both English and Vietnamese.

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