Drive process excellence

Lead the design, optimization, and governance of end-to-end Return & Refund processes and SOPs, ensuring they remain scalable and aligned with evolving business needs.
Translate business requirements into operational workflows, decision trees, system enhancements, and implementation plans.

Solve complex operational problems

Analyze operational performance, customer experience, and process gaps to identify root causes and recommend sustainable, data-driven solutions.
Develop reporting and dashboards to monitor key metrics, identify trends and risks, and provide actionable business insights.

Lead change across teams

Drive cross-functional process improvement projects by partnering with Operations, Product, QA, Training, BI, and other stakeholders.
Lead change management activities, including stakeholder alignment, rollout planning, communication, and post-launch monitoring to ensure successful adoption.

Influence through execution

Prepare executive reports and presentations to communicate project progress, business impact, and strategic recommendations.
Coach and guide junior team members on process knowledge, problem-solving approaches, and project execution.
Support strategic initiatives and continuous improvement programs across the Return & Refund organization.

Bachelor's degree or equivalent practical experience.
4+ years of experience in Process Excellence, Operations Excellence, Quality Assurance, or Customer Experience, preferably within e-commerce, BPO customer service, logistics, fintech, or other fast-paced operational environments.
At least 1 year of experience in leadership.
Strong logical thinking and structured problem-solving skills, with the ability to simplify complex operational challenges into scalable solutions.
Strong understanding of operational processes and experience designing, documenting, and optimizing workflows.
Basic Excel/Google Sheets skills (Pivot Tables, Lookup functions, formulas) with the ability to transform data into actionable insights. Proficient in PowerPoint/Google Slides and process mapping tools (Lucidchart, Draw.io, or similar).
Strong stakeholder management and change management skills, with the ability to influence cross-functional teams and drive adoption.
Excellent communication, presentation, and project management skills.
Able to manage multiple priorities, work independently, and thrive in a fast-paced environment.
Good command of English (both written and spoken) is required.
Experience leading cross-functional projects or business process transformation initiatives.
Experience developing operational dashboards and presenting business insights to senior stakeholders.

Senior Process Excellence Lead (Return & Refund) - Operations, Shopee