Job Description:
Fulfillment by Shopee (FBS) serves as a core strategic logistics and supply chain engine driving sustainable growth across Shopee's e-commerce ecosystem. Under this service, the Return & Refund process is critically important in ensuring a seamless experience for both sellers and buyers. The Senior Associate PMO - Return Experience plays a pivotal role in driving and optimizing the end-to-end post-purchase and return journey. Serving as a strategic bridge, this role collaborates closely with the Warehouse (a key operational stakeholder) as well as local and regional cross-functional teams. The core mission is to design, implement, and monitor new policies, system enhancements, and process improvements that elevate user satisfaction, minimize friction, and ensure operational alignment.
Responsibilities
- Drive the rollout of new return policies 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 processes, 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, and monitoring feature performance after launch.
- Partner with other stakeholders, including Warehouse, Business Intelligence, Operations Excellence to ensure warehouse operational changes remain aligned with overall Return & Refund policies, business rules, and system logic.
- Serve as the escalation point for complex or high-priority return cases, ensuring timely resolution and safeguarding brand trust.
- Analyze Return & Refund data, user satisfaction metrics, and operational KPIs to identify trends, friction points, and opportunities for experience enhancement.
Requirements:
- Bachelor's degree or equivalent qualifications in Economics, Supply Chain Management, E-commerce or relevant domains.
- Minimum 3 years of experience in Customer Experience management, Operations, Logistics, or Platform fulfillment services.
- A strong passion for improving Seller and Buyer experiences, with the ability to look at operational processes through the lens of the end-user to drive improvements.
- Exceptional cross-functional collaboration skill, with a proven track of driving alignment across diverse internal and external teams.
- Strong problem-solving skill with proven ability to analyze operational metrics, identify bottlenecks, and build data-backed optimization proposals.
- Full professional fluency in Vietnamese and English, with the ability to communicate ideas transparently to influence key stakeholders.
- Own growth mindset and be comfortable navigating ambiguous operational challenges in a fast-paced environment.
