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CX & Business Transformation PMO - OpX, Marketplace

Shopee
Fresher
Vietnam
  • Posted 18 hours ago
  • Be among the first 10 applicants

Job Description

Job Description:

  • Own selected CX, operational improvement, transformation, or strategic PMO projects end to end, with clear objectives, scope, success metrics, governance, and timelines.
  • Translate management priorities, OKRs, performance signals, customer feedback, and functional-team requests into well-structured improvement programs.
  • Analyze customer and operational signals such as NPS, CSAT, contact rate, ticket volume, SLA, cost, and productivity to identify drivers and improvement opportunities.
  • Structure ambiguous business problems, diagnose root causes, develop solution options, assess trade-offs, and recommend practical actions.
  • Build project roadmaps and implementation plans with clear ownership, milestones, dependencies, risks, and decision points.
  • Coordinate multiple Operations functions and other stakeholders, facilitate alignment, resolve disagreements constructively, and keep delivery on track.
  • Drive recommendations through implementation and adoption rather than stopping at analysis or presentation.
  • Anticipate blockers, escalate issues appropriately, and facilitate timely decisions from senior stakeholders.
  • Develop concise, logical, and management-ready slides, storylines, meeting materials, and progress updates.
  • Present findings, recommendations, risks, and decisions clearly and confidently to working teams and senior management.
  • Track outcomes after implementation and ensure the project delivers measurable improvement in customer experience or operational performance.
  • Where relevant, partner with the Ops AI Enablement pillar when AI or automation is part of the solution while retaining clear ownership of the overall business outcome.

Requirements:

  • Bachelor's degree in Business, Economics, Engineering, Marketing, Statistics, Operations, or another relevant field
  • Relevant experience in management consulting, market research, customer experience, business transformation, strategy, program management, operations excellence, or a similar project-based role.
  • Demonstrated experience independently managing cross-functional projects from problem definition through implementation.
  • Strong analytical capability and confidence working with business and customer-performance data working knowledge of SQL or BI tools is an advantage.
  • Strong proficiency in PowerPoint or Google Slides, including storyline development, executive-level synthesis, and clear visual communication.
  • Experience presenting recommendations and project updates to senior stakeholders.
  • Familiarity with customer experience metrics and operational metrics such as NPS, CSAT, contact rate, SLA, productivity, and cost is preferred.
  • Experience in e-commerce, technology, consulting, research, customer operations, or a fast-paced cross-functional environment is an advantage.

About Company

Job ID: 153743209

Last Updated: 04-09-2026 05:36:48 AM
Homejobs in VietnamCX & Business Transformation PMO - OpX, Marketplace

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