Process Optimization: Lead projects to audit, refine and automate current In-house agent workflows, specifically focusing on efficiency for Crisis Management and Hard Case resolution.
Escalation Streamlining: Improve the existing escalation bridge (CS L1/L2/In-house) to reduce ping-pong cases and minimize resolution latency.
Cross-functional Execution: Drive collaboration with different CS functions or other departments to ensure project deliverables are met on-time; proactively resolve roadblocks during Go-live and Hypercare periods.
SOP & Change Management: Update and standardize SOPs based on process optimizations, ensuring smooth transitions and high agent adoption rates for all updates.
Performance Management & Data Insights
Metric Ownership: Monitor and drive improvements for core KPIs: SLA, Reopen Rate, and Crisis Rate.
Root Cause Analysis (RCA): Conduct deep-dives into large datasets to diagnose the causes of metric drops and initiate targeted optimization projects to restore performance.
Reporting & Dashboards: Build automated tracking tools to provide senior leadership with real-time visibility into the health and performance of the Return & Refund department.
Requirements
Experience: 2+ years in PMO, Strategy, Operations, or Management Trainee roles.
Technical & Analytical Proven ability and open-mindset in adopting new technology/ analytical tools in structuring and analyzing large datasets using Excel and Google Sheets to drive operational improvements/automation and data-backed decision-making.
Problem Solving: expert in diagnosing complex issues to tackle with data-backed solutions.
Execution & Agility: High-quality delivery with the flexibility to shift between daily operations and ad-hoc tasks.
Ownership: High accountability for end-to-end results and cross-functional coordination.
Communication: Bilingual fluency in English and Vietnamese.
Domain Knowledge: Preferred to have familiarity with Shopee business flows (specifically Return & Refund, Seller Ops, or Compliance/Fraud).
