About The Team

Return & Refund is one of the highest-impact journeys in the customer experience, it's the moment we either rebuild trust or lose it. As a Process Excellence Associate, you'll be the person who turns messy, inconsistent operations into clear, scalable processes that frontline teams can execute with confidence and customers can rely on.

You'll sit at the intersection of Operations, Product, Training, QA, and BI, spotting where processes break down, redesigning how work gets done, and making sure every change actually sticks once it hits the ground. If you enjoy untangling complex operational problems and turning them into simple, logical workflows, this role is built for you.

Job Description

Own the process, end to end

Own and continuously improve Return & Refund SOPs: reviewing, redesigning, and maintaining end-to-end processes that keep pace with business needs and operational changes.
Translate business requirements into concrete operational workflows, SOPs, decision trees, and system/process enhancements.

Solve problems at the root

Analyze operational issues to identify root causes, not just symptoms, and propose improvements that raise efficiency, consistency, and customer experience.
Monitor process performance through operational metrics and data analysis, spotting trends, risks, and improvement opportunities before they become bigger problems.
Analyze customer experience signals (CSAT, escalation trends, process gaps) and recommend preventive actions.

Make change happen, cross-functionally

Partner with Operations, Product, Training, QA, and BI to design, pilot, and roll out new processes smoothly, anticipating friction points before they slow adoption.
Support ad hoc operational analysis, reporting, and improvement initiatives as priorities shift.

Make it stick

Develop clear process documentation, communication materials, and training content so every team executes consistently, no matter who's on shift.

Requirements

2+ years in Process Excellence, Quality Assurance, Operations Excellence, or Customer Service, ideally within e-commerce, logistics, fintech, banking, or another fast-moving operational environment.
Structured, logical problem-solver, you can take a messy operational issue and break it down into a clear, actionable solution. Solid grasp of how operational workflows work, with the ability to map, evaluate, and optimize them.
Working data skills in Excel/Google Sheets (Pivot Tables, Lookup functions, basic formulas) to spot trends and back up your recommendations. Comfortable with PowerPoint/Google Slides and process-mapping tools (Lucidchart, Draw.io, or similar).
Confident communicator and stakeholder manager, able to explain process changes clearly and bring cross-functional teams along with you.
Thrives with multiple priorities, works well independently, and adapts quickly in a fast-paced environment.
English communication skills.

Associate Process Excellence (Return & Refund) - Operations, Shopee