Seller Support Project Management - FBS, Shopee

The Seller Support PMO sits at the intersection of business strategy and operational excellence, ensuring FBS Operation KAMs are equipped to deliver strong seller experience and operational performance at scale. This role owns seller portfolio governance, performance management, knowledge infrastructure, and operational improvement initiatives that directly impact seller satisfaction and KAM KPI attainment.

1. Seller Allocation & Performance Governance

• Design and manage seller allocation frameworks to optimize KAM workload, portfolio complexity, and operational efficiency.
• Govern KAM and seller performance through structured reporting, KPI tracking, and actionable performance reviews.
• Drive portfolio reviews and corrective action plans to improve operational outcomes and seller experience.

2. Knowledge Management & Team Enablement

• Build and maintain an AI-enabled knowledge management system, including SOPs, playbooks, and operational best practices.
• Design scalable training and knowledge retrieval workflows to improve KAM ramp-up speed and execution consistency.
• Partner with stakeholders to continuously enhance knowledge quality and operational readiness.

3. Operational Excellence & Process Improvement

• Identify operational gaps and lead root-cause analysis to improve workflows, SOPs, and escalation frameworks.
• Drive process improvement initiatives, features UAT & deployment to enhance operational efficiency and seller satisfaction.
• Map and audit workflows to address friction points and stakeholder misalignment.

4. Cross-Functional Coordination & Strategic Support

• Act as the coordination layer across KAMs, operations to ensure alignment and execution excellence.
• Support operational rollouts, and ad-hoc initiatives driven by business priorities.

• Min. 2 years in eCommerce, marketplace operations, seller management, logistics, or performance governance roles
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience in dashboarding and reporting tools
• Experience in SOP development, workflow optimization, or operational governance is preferred.
• Familiarity with AI/LLM tools, automation workflows, or knowledge management systems is a strong advantage.
• Good communication skills, comfortable influencing without authority across operations, and warehouse teams