Product Operations Lead - Shopee

What you'll do

• Effectively allocate workload and manage the performance of team members in conducting User Acceptance Tests (UAT) and troubleshoot/resolve product issues.
• Manage communication channels regarding product changes, updates, and issue escalations between internal and external teams.
• Identify potential critical system problems through early signs and act as the key incident lead during major campaigns or traffic spikes, driving real-time troubleshooting and mitigation to minimize business impact.
• Collaborate closely with cross-functional teams to identify root causes and implement effective solutions. Propose mitigation plans or temporary solutions while awaiting issue resolution.
• Stay informed about market trends, user behaviors, and product features to drive continuous improvement and innovation in product operations.
• Design and refine product operation standards and best practices.
• Support the development and maintenance of product documentation, training materials, and operational tools.
• Strong critical thinking and problem-solving skills, with the ability to optimize workflows through SOP improvements, tool enhancements, or AI solutions.
• Coach and guide team members, fostering a culture of continuous improvement and operational excellence.
• Assist Head of Department in other tasks as assigned.
• Other tasks are assigned by the Company from time to time.

Requirements

• 5+ years of experience in tech/e-commerce, preferably in Product Operations, QA, Process Management, or IT Project Management, with team leadership experience.
• Proficient in tools such as Jira, Confluence, SQL, and data dashboards.
• Display a strong business sense, data-driven decision-making, and problem-solving skills with the ability to identify and resolve complex issues effectively.
• Strong English communication skills, both written and spoken, with the ability to convey technical information to non-technical stakeholders.
• Proven team management skills, with the ability to motivate and develop team members.
• Comfortable during monthly campaign spikes/ ad-hoc incident management