Job Description:
Fulfillment by Shopee (FBS) serves as a core strategic logistics and supply chain function that drives sustainable growth across Shopee's e-commerce ecosystem. The Senior Project Management Associate - Seller Operations oversees seller operations across the fulfillment network to ensure efficient and scalable execution. This role requires working closely with Supplier-facing teams, Warehouses, and other cross-functional stakeholders to deliver strategic initiatives and solve operational challenges. By analyzing data and business trends, the position identifies optimization opportunities and develops actionable recommendations. This also drives cross-functional projects that enhance process efficiency, improve execution quality, and support the long-term scalability of seller operations.
Job Duties.
- Lead end-to-end execution of customer experience (CX) initiatives to enhance buyer and seller experiences across fulfillment touchpoints, ensuring alignment with business and operational objectives.
- Identify recurring CX pain points, distinguish systemic issues from isolated cases, and escalate high-impact issues to the appropriate stakeholders.
- Translate recurring operational issues into structured execution plans, coordinate cross-functional stakeholders, and drive timely implementation of initiatives with measurable business impact.
- Develop and maintain dashboards and reporting frameworks to monitor key CX metrics, generate actionable insights, and support data-driven decision-making.
- Partner closely with Product and Operations teams to design, implement, and continuously enhance CX-related solutions that address customer needs and improve the user experience.
- Other tasks will be assigned.
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.
- Own growth mindset and be comfortable navigating ambiguous operational challenges in a fast-paced environment.
- Full professional fluency in Vietnamese and English, with the ability to communicate ideas transparently to influence key stakeholders.
