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PMO Customer Experience

2 weeks ago

Thành phố Hồ Chí Minh, Vietnam Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationVietnam - Ho Chi Minh City

The 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.
- Conduct comprehensive analysis to gain in-depth understanding about buyer experience across buyer journey to define improvement areas.
- Collaborate with stakeholders from multiple functional teams to design and implement initiatives with ultimate goals to enhance buyer experience and operational efficiency. Specific jobs to be done include creating proposals business cases, seeking for approval from the management team and ensuring proper implementation with aligned outcomes.
- Deliver ad-hoc tasks based on assignment from team lead.

**Requirements**:

- Have at least 2 years of working experience related to PMO, Growth/Strategy team or Management trainee.
- Past experience in Operation / E-commerce / Management consulting is a plus.
- Own a strong sense of ownership and responsibility for assigned scope of work.
- Be proficient at problem solving, data analytics and project management skills.
- Be highly fluent at English and Vietnamese in both written and spoken manners.
- Have a can-do and collaborative mindset, willing to coordinate with stakeholders from multiple teams to get assigned jobs done.
- Proficient at office software, i.e. Microsoft office, Google office tools, such as docs, sheets, slides.