Process Excellence Associate - Operations, Shopee

SOP Development and Implementation:

• Collaborate with cross-functional teams to design new Standard Operating Procedures (SOPs) for CS processes
• Improve existing SOPs based on analysis, feedback, and best practices.
• Ensure SOPs align with relevant policies, regulations, and business objectives.

SOP configuration

• Configure offline processes from the Knowledge Base into the SOP tool, optimizing the use of APIs and supporting features to improve solution accuracy and reduce manual verification for agents.
• Request required APIs and features, collaborate with regional teams to enhance the performance and effectiveness of the SOP tool.

Stakeholder Collaboration:

• Actively collaborate with cross-functional teams for relevant initiatives / features.
• Maintain clear and effective communication with stakeholders throughout the process development lifecycle.

Process Analysis and Evaluation:

• Establish and monitor Agent/ User communication process frameworks, including regular checklists, and review cycles.
• Monitor Agent and Customer feedback, search queries, and article performance metrics to identify content gaps and areas for improvement.

• Strong understanding of Standard Operating Procedure (SOP) design, implementation, and continuous improvement. Proven ability to translate offline or manual processes into structured, tool-based workflows.
• Experience working with or coordinating APIs, automation features, and system integrations to improve operational efficiency.
• Good logical thinking skills and problem-solving skills with the ability to break down complex problems into manageable components, systematic approach to identifying and implementing solutions for process optimization.
• Analytical mindset with experience using metrics (e.g., Resolution rates, CSAT) to drive improvements.
• Strong communication and writing skills, with the ability to deliver information clearly and effectively. Fluency in English and Vietnamese is essential.
• Strong collaboration across cross-functional teams.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Bonus Points:

• Experience in e-commerce or retail industries.
• Background in customer support or product operations.

Other information

• - Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)