Job Description:

Fulfillment by Shopee (FBS) serves as a core strategic logistics and supply chain engine driving sustainable growth across Shopee's e-commerce ecosystem. Under this service, the Return & Refund process is critically important in ensuring a seamless experience for both sellers and buyers. The Senior Associate PMO - Return Experience plays a pivotal role in driving and optimizing the end-to-end post-purchase and return journey. Serving as a strategic bridge, this role collaborates closely with the Warehouse (a key operational stakeholder) as well as local and regional cross-functional teams. The core mission is to design, implement, and monitor new policies, system enhancements, and process improvements that elevate user satisfaction, minimize friction, and ensure operational alignment.

Responsibilities

Drive the rollout of new return policies initiated by local and regional teams, specifically designed to improve Seller and Buyer experience within the FBS ecosystem.
Define and standardize end-to-end Return & Refund processes, business rules, and system logic to ensure a consistent user experience while maintaining operational feasibility.
Drive product enhancement initiatives by defining business requirements, collaborating with Product teams on solution design, and monitoring feature performance after launch.
Partner with other stakeholders, including Warehouse, Business Intelligence, Operations Excellence to ensure warehouse operational changes remain aligned with overall Return & Refund policies, business rules, and system logic.
Serve as the escalation point for complex or high-priority return cases, ensuring timely resolution and safeguarding brand trust.
Analyze Return & Refund data, user satisfaction metrics, and operational KPIs to identify trends, friction points, and opportunities for experience enhancement.

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.
Full professional fluency in Vietnamese and English, with the ability to communicate ideas transparently to influence key stakeholders.
Own growth mindset and be comfortable navigating ambiguous operational challenges in a fast-paced environment.

Senior Project Management Associate - Return Experience (Fulfillment by Shopee)