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Shopee

Senior Recovery Strategy & PMO

Shopee
Vietnam
3-8 Years
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  • Posted 20 hours ago
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Job Description

Job Description:

  • Design and maintain standardized operational and communication processes for reverse flow and recovery management.
  • Develop and monitor recovery performance frameworks (e.g., stuck orders, tickets, lost parcels, clawback) to provide clear visibility of operational performance from a recovery perspective.
  • Act as decision-maker for complex or ambiguous cases (e.g., unclear ownership, unresolved tickets, disputed claims), ensuring timely resolution across stakeholders.
  • Align with CX on handling protocols, SLA timelines, and ticket response quality standards based on operational feedback.
  • Own and manage cross-functional projects related to clawback, loss prevention, and recovery optimization.
  • Partner closely with Operations to reduce stuck orders, prevent potential parcel losses, and strengthen accountability mechanisms.
  • Coordinate with relevant teams to continuously improve process efficiency, reduce leakage, and enhance recovery effectiveness.

Requirements:

  • 38 years of experience in operations strategy, PMO, performance management, consulting, or transformation roles.
  • Strong analytical capability with experience building KPI frameworks, performance dashboards, and structured reporting.
  • Proven ability to manage cross-functional projects end-to-end with multiple stakeholders.
  • Experience in loss prevention, recovery, reverse flow, risk control, or operational governance is a strong advantage.
  • Comfortable handling ambiguity and making decisions on complex or unclear ownership cases.
  • Strong problem-solving skills with ability to identify root causes and implement scalable solutions.
  • Excellent communication and stakeholder alignment skills, including ability to work closely with Operations and CX teams.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Operations
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 143673289

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Last Updated: 27-02-2026 07:08:02 PM
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