About The Team

We are seeking a Senior Operations professional with a sharp mindset for systems. The goal of this role is to serve as the critical bridge between Operations and AI/Automation.

Rather than requiring the deep programming expertise of a Developer, this position calls for a true Operations Expert: someone who deeply understands the pain points of manual processes and possesses the sharp logical thinking needed to directly apply AI/Automation tools for digital transformation. Concurrently, you will play a key role in building standard operational workflows around these solutions. The workload is evenly split: 50% Operations Tasks & Projects and 50% Automation Flow Building & Management.

Job Description

Workload A: Automation Flow & Maintenance (50%)

Manual to Automation Conversion: Proactively immerse yourself in daily operations to deeply understand the workflows. Identify bottlenecks and directly transition manual tasks into automated processes via Internal AI platforms or External Automation flows.
Bot Design & Training (Prompt Engineering): Directly design scenarios and craft effective prompts to instruct bots/LLMs in handling specific operational tasks.
Monitor & Maintain: Manage the performance of established automation flows and bots. Continuously track metrics, troubleshoot errors, and refine prompts/logic flows to ensure optimal and accurate execution.

Workload B: Operations Management & Projects (50%)

End-to-End Workflow Design: Go beyond simply creating bots by taking responsibility for building comprehensive operational workflows (e.g., fallback protocols during system outages, bot output QA processes, and human-in-the-loop routing).
Execution & Operations Management: Act as the core personnel for testing, user acceptance testing (UAT), and monitoring the output quality (Quality Assurance) of new workflows.
Ad-hoc Tasks & Projects: Take on and execute optimization projects, generate reports, analyze data, or set up new processes as assigned by the Line Manager.

Requirements

Experience & Expertise:

Minimum of 2 years of practical experience in Operations, Process Optimization, or AI Operations.
Solid Operational Expertise: Strong grasp of workflow organization, task routing, and operational quality standards (SLA/QA).
Previous involvement in or direct execution of Automation Flow building projects. Proficient in crafting effective prompts for Bots/LLMs.

Mindset & Skills (Crucial)

Logical & System Thinking: Must possess clear thinking to map out flows, understand branching logic, if/else conditions, and edge-case handling in workflow design.
Operations Mindset: Self-identify as an Operations professional. Tech/Dev background or coding skills are NOT required, but you must know how to leverage technology to solve operational challenges.
Process Mapping: Ability to transform chaotic, unstructured tasks into clear, step-by-step procedures.
Sharp Problem-Solving: Proactive in investigating root causes rather than just treating surface-level symptoms.
Soft Skills: Clear communication, a high capacity for independent work, and the ability to thrive under pressure in a fast-paced environment.

Senior Operations Automation, Operations - ShopeeFood