Project Operations (Customer Service) (ShopeePay)

What you'll do

• Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery.
• Act as PMO for CS function, including project planning, resource allocation, progress tracking, and risk management.
• Ensure delivery of operational metrics to evaluate impact, identify gaps, and recommend continuous improvement actions.
• Collaborate cross-functionally with product, operations, tech, and compliance teams to identify root causes, design scalable solutions, and implement sustainable improvements.
• Prepare and present performance reports, root cause analysis, and action plans to stakeholders and management.

Requirements

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 4+ years of experience in project management, operations, or business transformation roles; exposure to customer service or operations environments is an advantage but not mandatory.
• Proven experience in leading cross-functional projects in a fast-paced environment, with strong ownership from planning to execution.
• Strong analytical mindset with experience in interpreting performance data and driving metrics-based improvements.
• Excellent communication, people management, and conflict resolution skills with good command of English.
• Familiarity with fintech, payments, or digital wallet services is an advantage.
• Strong logical and analytical thinking
• SQL and coding skills are a plus e.g. Google App Script, JavaScript, Python etc.
• Yesterday 18:22