Operations Manager - Operations, MY Marketplace DepartmentOperationsLevelExperienced (Individual Contributor)LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.About the Team:We are looking for a dedicated Strategy and Operations Manager to oversee the end-to-end return and refund experience for all users on our platform. This role is integral to providing a seamless, data-driven returns process across various categories (e.g., fashion, electronics, groceries). The ideal candidate will be adept at managing large teams and multiple outsourcing vendors across different countries, with a strong focus on automation and numerical analysis to enhance customer satisfaction.Job Description:Strategic Leadership: Develop and implement strategic initiatives that improve the efficiency and effectiveness of the return and refund processes. Evaluate long-term impacts and align strategies with broader company goals.Operations Management: Manage the day-to-day operations of the returns and refunds process, ensuring optimal performance, compliance with policies, and achievement of KPIs.Process Automation: Drive the adoption of automation technologies and rules-based systems to streamline returns processing, reduce operational costs, and improve customer satisfaction.Financial Oversight: Oversee budgets related to team operations, including planning for headcount and compensation costs. Analyse financial scenarios to identify opportunities for cost savings and operational improvements.Team Development: Lead, mentor, and develop a team focused on operational excellence in returns management. Cultivate a culture of innovation, collaboration, and accountability.Vendor Management: Ensure vendor service levels meet contractual targets and develop countermeasures as necessary, including defining penalties and developing action plans. Manage contractual agreements, support periodic negotiations of rates and contracts, and maintain budget allocations.Cross-functional Collaboration: Work closely with cross-functional teams as well as regional teams, including product, logistics, finance, and data science, to create the optimal customer experience for all our users.Requirements:Bachelors degree from a top-tier university or has a proven track record of managing complex strategy and operations projects across multiple stakeholdersPreferably with a background in management consulting and operations management. Experience in strategy, operations and customer experience design is a plus.Strong analytical and problem-solving skills, with a proven track record in project management and executing successful cross-functional initiatives.Exceptional spoken and written abilities in English. Must possess excellent presentation, collaboration, and interpersonal skills to build positive relationships across teams and with external partners.Ability to independently navigate complex environments, manage multiple ongoing projects, and meet tight deadlines in a dynamic, fast-paced setting.Demonstrated ability to innovate, develop engaging educational materials, and lead diverse teams. Proven experience managing relationships within BPOs and across multiple stakeholders.High energy and self-motivation with a customer-focused attitude. Capable of quickly adapting strategies in a fast-paced environment and managing potential risks.
