Project Manager - Experience Strategy

About the team

• Drive end-to-end experience improvements across buyers, sellers, and frontline workers to support sustainable growth
• Identify key pain points in the logistics journey and lead impactful, scalable solutions
• Improve satisfaction, trust, and operational efficiency through data-driven initiatives
• Strengthen collaboration across teams to deliver a seamless experience for stakeholders

What you'll do

Drive End-to-End Experience Improvement
Lead and execute initiatives across three core pillars:

Buyer Experience

• Improve buyers’ perception of Shopee and SPX
• Increase customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Reduce contact rate and customer complaints
• Identify pain points across the logistics journey and propose scalable solutions

Seller Experience

• Enhance seller sentiment and operational experience with SPX
• Improve pickup success rate and overall parcel handling
• Drive initiatives to ensure fair and transparent parcel charging
• Reduce parcel loss and improve claim resolution processes
• Collaborate with stakeholders to strengthen trust and communication with sellers

Worker Experience

• Improve the working experience of frontline teams, including backroom staff, truck drivers, and delivery riders
• Identify operational inefficiencies and design process improvements
• Drive initiatives to enhance engagement, productivity, and retention

Project Management & Execution

• Initiate, prioritize, and drive experience-related projects from problem identification to implementation
• Define success metrics and track impact of initiatives
• Use data and customer insights to guide decision-making
• Present findings and recommendations to senior stakeholders

Cross-Functional Collaboration

• Work closely with Logistics, Customer Service, Operations, and other internal teams to improve key experience and operational metrics
• Align stakeholders and drive accountability to ensure successful project delivery

Continuous Improvement & Innovation

• Proactively identify improvement opportunities through data, feedback, and market benchmarking
• Foster a culture of customer-centric thinking and continuous improvement within the team

Requirements

• Bachelor's Degree in Business, Management, Finance, Economics, Statistics, Engineering or equivalent
• Strong SQL / data skill
• At least 2 years experience in Project Management, preferably in the E-commerce or logistics industry (not a must) 
• Solid organizational skills including attention to detail and ability to prioritize across multiple objects
• Must be willing to station in Podium, Pasig office