Warehouse Customer Experience (Shopee)

- Monitor & diagnose: Proactively track warehouse health metrics (e.g. on time handover, cancellation, return/refund, inventory accuracy) and seller/buyer cases. Derive insights and feedback to Ops/Commercial with clear action plan

- Analyze & report: Produce recurring management reports highlighting trends, root cause, owners, and next steps

- Escalation handling: Act as the primary bridge between Commercial and Warehouse operations to handle escalated cases, investigate root cause, and resolve cases, and prevent recurrences

- Compensation governance: Co-design seller/buyer compensation framework with Commercial. Ensure fairness, consistency, and budget control

- Retention and reactivation: Analyze seller churn/retention factors. Coordinate with related teams on retention/reactivation plans

- CX improvements PMO: Drive seller experience improvement initiatives and other buyer-facing initiatives with cross-functional teams

- Key KPIs: seller/buyer case per order, case backlogs, seller churn, warehouse health vs sellers

- 4-7 years (Senior Associate) / 0-3 years (Associate) of experience in project-based roles across tech, e-commerce, operations, supply chain high-caliber fresh graduates are welcome

- Strong analytical and problem-solving skills with the ability to interpret information and translate it into action

- Strong stakeholder coordination skills across office and ground teams

- Service minded and high empathy to handle issues/complaints

- Willing to visit warehouses and collaborate with ground teams

- Proficient in English communication, the team is highly international