Strategic initiatives and project Management - Buyer Experience (SPX Express) - Operations - Shopee

This role involves leading strategic initiatives and projects to improve buyer experience, focusing on SPX delivery performance and after-delivery services. The position requires monitoring buyer experience health, analyzing Net Promoter Scores (NPS), and providing data-driven insights to stakeholders. The candidate will manage cross-functional PMO activities and lead a mid-sized team to ensure operational compliance and delivery excellence.

Lead high-impact strategic initiatives and projects related to buyer experience

Monitor overall buyer experience health focusing on SPX delivery experience and after-delivery experience

Monitor and analyze buyer Net Promoter Scores (NPS)

PMO cross-functional management for experience topic improvement

Provide clear, data-driven, and actionable insights to internal stakeholders

Leverage analytical tools and performance dashboards to track quality metrics

Lead and develop a mid-sized team

Bachelor's degree in business administration, logistics or a related field

3-5 years of experience in project management and/or process improvement, consulting roles, and leading a small to mid-sized team

Experience working in e-commerce, logistics, or customer experience

Excellent communication skills

Self-driven and good leadership skills

Strong analytical skills and experience with tools like Excel or SQL

Be creative in problem-solving with growth mindset

Proficient in Excel and PowerPoint

Experience working in e-commerce, logistics, or customer experience (familiarity with NPS, VOC, Customer Journey mapping)