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Senior Project Management Associate (PMO), Shopee

Shopee
3-5 Years
Ho Chi Minh, Vietnam
  • Posted 2 hours ago
  • Be among the first 10 applicants

Job Description

Job Description

  • Return Experience Strategy & Policy Implementation:
  • Drive the rollout of new return policies, features, and system enhancements initiated by local and regional teams, specifically designed to improve Seller and Buyer experience within the FBS ecosystem.
  • Define and standardize end-to-end Return & Refund SOPs, business rules, and system logic to ensure a consistent user experience while maintaining operational feasibility.
  • Drive product enhancement initiatives by defining business requirements, collaborating with Product teams on solution design, conducting UAT, and monitoring feature performance after launch.
  • Lead cross-functional implementation of Return & Refund initiatives, ensuring stakeholder alignment and successful rollout across OPEX/Warehouse, Dispute, Product, and other relevant teams.
  • Cross-Functional Collaboration & Stakeholder Management:
  • Act as the key liaison connecting regional teams, local commercial teams, and external functions (e.g., Dev, Logistics, Fraud, Dispute, Customer Service).
  • Partner with Warehouse (WH) and other operational stakeholders to ensure warehouse operational changes remain aligned with overall Return & Refund policies, business rules, and system logic.
  • Lead cross-functional discussions to align business requirements, resolve cross-team dependencies, and drive consensus on Return & Refund initiatives impacting Seller and Buyer experience.
  • Process Optimization & Continuous Improvement:
  • Identify, investigate, and root-cause FBS return-related issues, system discrepancies, or policy gaps that negatively impact the Seller or Buyer experience.
  • Work collaboratively with Fraud, Dispute, and WH teams to implement swift corrective and preventive actions.
  • Serve as the escalation point for complex or high-priority return cases, ensuring timely resolution and safeguarding brand trust.
  • Data Analysis & Performance Reporting:
  • Analyze Return & Refund data, user satisfaction metrics, and operational KPIs to identify trends, friction points, and opportunities for experience enhancement.
  • Generate reports and dashboards to communicate key performance insights and project updates to both local and regional stakeholders.
  • Leverage data-driven insights to recommend product enhancements, policy improvements, and strategic initiatives that optimize the end-to-end Return & Refund experience.

Requirements

  • Education: Bachelor's degree or equivalent experience.
  • Experience: Minimum 3 years of experience in e-commerce operations, logistics, or platform fulfillment services (experience with FBS/Fulfillment models is highly preferred).
  • User-Centric Mindset: A strong passion for improving Seller and Buyer experiences, with the ability to look at operational processes through the lens of the end-user.
  • Stakeholder Management: Exceptional communication and relationship-building skills, with proven experience collaborating with diverse teams, from regional product managers to local warehouse operations.
  • Analytical Skills: Strong problem-solving abilities and proficiency in data analysis to back up optimization proposals with solid metrics.
  • Agility: Ability to manage multiple projects simultaneously in a fast-paced, evolving environment.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
E-Commerce Operations
Employment Type:
Full time

About Company

Job ID: 151750857

Last Updated: 29-07-2026 08:38:38 PM
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