PMO, Customer Service Project Improvement - Operations, Shopee

What you'll do

1/ Process Excellence

• Follow Shopee’s document standards and tools to build Standard Operating Procedures and visualize process diagrams
• Review process and identify pain points, eliminate waste for cost optimization and productivity improvement
• Standardize and align with industry and function-leading best practices locally and regionally, where applicable
• Ensure control points are in place for quality and risk management
• Able to perform data analysis and provide insights that support decision-making and process performance reporting

2/ Innovative Solutions and Project Management

• Identify automation opportunities and coordinate with related stakeholders across Ops and company-wide and Product for business requirements and possible operational, cost and user experience impact
• Responsible for managing the assigned improvement projects through its full life cycle, including planning (analyses of data to find the root cause & propose improvements), implementation, internal and external communication with appropriate Project and Change Management frameworks.
• Ensure success criteria are clearly defined and closely monitored
• Control the assigned resources and manage the unique project constraints to achieve project objectives
• Evaluate and generate project performance report for celebration and lessons learnt

Requirements

• At least 2-3 years of work experience in a fast-paced environment; preferably with Project Management or similar experiences
• Ability to quickly assimilate to new knowledge and continuous improvement mindset
• Strong organizing and structuring skills with attention to detail
• Strong analytical skills and advanced with Excel
• Comfortable working with multiple projects and managing stakeholders’ expectations
• Excellent in written and verbal communication skills (both Vietnamese and English)