Senior Associate, User Intelligence, Spx Express

1 day 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.

**About the Team**:

- You will be responsible for consolidating and analyzing operational behavior data of two key SPX users: Riders and Social Sellers. The role focuses on generating actionable insights from performance data to support decision-making, personalization, and operational effectiveness.

**1. Operational Data Analysis & Reporting**
- Collect, clean, and analyze data on Riders & Social Seller’s behavior from interna systems.
- Develop and maintain weekly/monthly dashboards tracking performance metrics such as order volume, check-in time, and app interaction.
- Collaborate with cross-functions to translate behavioral data into insight for service improvement.

**2. Segmentation & Personalization**
- Design and maintain segmentation logic based on behavioral and performance pattern (e.g., high/low performers, app adopters, disengaged users).
- Monitor and evaluate the effectiveness of segmentation-driven campaigns and personalization strategies.

**3. Project Monitoring (PMO Support Role)**
- Track the progress and timeline of internal team projects using project tracking tools.
- Coordinate with Project Owners to ensure milestone updates, flagging delays or risks where needed.
- Support weekly/monthly reporting on overall project status to relevant cross-functional stakeholders.

**Requirements**:

- Bachelor’s degree in Communications, Human Resources, Marketing, or a related field.
- 3+ years of experience in customer experience, project management, familiarity with operational metrics in logistics, e-commerce, or workforce management is a plus.
- Proficient in Excel/Google Sheets, SQL; experience with dashboard tools like Google Data Studio, Tableau, or Looker is a plus.
- Ability to manage project timelines, follow up with owners, and report status clearly without being a project owner & comfortable working with a cross-functional team to drive alignment and follow-through.

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