Job Description:

Fulfillment by Shopee (FBS) serves as a core strategic logistics and supply chain function that drives sustainable growth across Shopee's e-commerce ecosystem. The Senior Project Management Associate - Seller Operations oversees seller operations across the fulfillment network to ensure efficient and scalable execution. This role requires working closely with Supplier-facing teams, Warehouses, and other cross-functional stakeholders to deliver strategic initiatives and solve operational challenges. By analyzing data and business trends, the position identifies optimization opportunities and develops actionable recommendations. This also drives cross-functional projects that enhance process efficiency, improve execution quality, and support the long-term scalability of seller operations.

Job Duties.

Lead end-to-end execution of customer experience (CX) initiatives to enhance buyer and seller experiences across fulfillment touchpoints, ensuring alignment with business and operational objectives.
Identify recurring CX pain points, distinguish systemic issues from isolated cases, and escalate high-impact issues to the appropriate stakeholders.
Translate recurring operational issues into structured execution plans, coordinate cross-functional stakeholders, and drive timely implementation of initiatives with measurable business impact.
Develop and maintain dashboards and reporting frameworks to monitor key CX metrics, generate actionable insights, and support data-driven decision-making.
Partner closely with Product and Operations teams to design, implement, and continuously enhance CX-related solutions that address customer needs and improve the user experience.
Other tasks will be assigned.

Requirements:

Bachelor's degree or equivalent qualifications in Economics, Supply Chain Management, E-commerce or relevant domains.
Minimum 3 years of experience in Customer Experience management, Operations, Logistics, or Platform fulfillment services.
A strong passion for improving Seller and Buyer experiences, with the ability to look at operational processes through the lens of the end-user to drive improvements.
Exceptional cross-functional collaboration skill, with a proven track of driving alignment across diverse internal and external teams.
Strong problem-solving skill with proven ability to analyze operational metrics, identify bottlenecks, and build data-backed optimization proposals.
Own growth mindset and be comfortable navigating ambiguous operational challenges in a fast-paced environment.
Full professional fluency in Vietnamese and English, with the ability to communicate ideas transparently to influence key stakeholders.

Senior Project Management Associate - Seller Operation (Fulfillment by Shopee)