Operations Business Analyst - User Experience, Regional Operations

Shopee’s Regional Marketplace Operations department is constantly solving problems and introducing innovative solutions to improve platform usability and enhance end-user experience for our buyers, sellers, and partners.

Our teams sit at the core of our business and collaborate with various departments to manage end-to-end e-commerce processes and design scalable solutions to create impact across multiple markets. To do so, we deep dive into the fundamentals of each aspect and drive strategic initiatives to sharpen our policy, processes, and features for greater product and operational excellence.

Regional Operations include the teams of Customer Service, Payment, Listings, Seller Operations, Returns & Refunds, and Fraud.

• Identify new business requirements based on areas of improvement for existing user experience tools, programmes, and processes.
• Conduct quantitative/qualitative analysis of pain points/common issues from current regional and local operations.
• Drive root cause analysis, and implement key programs and initiatives to drive improvement of user metrics, including contact rate, CSAT (Customer Satisfaction), and contact time.
• Facilitate instant and automated customer support by enhancing various tools such as Chat Interactive Voice Response (IVR) and chatbot.
• Support local agents’ performance monitoring and build, maintain, and improve our internal training process, systems, and knowledge base.
• Collaborate with various stakeholders, including product owners, developers, and local operations teams to deliver on user experience projects.
• Build effective data analysis models and reporting processes based on data, feedback, and benchmarking of industry best practices.

• Professional experience in user-centric roles / organisations with strong analytical and problem-solving skills.
• 0 to 1 year of experience are also welcome to apply.
• Experience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutions.
• Ability to generate impactful insights with an in-depth understanding of users’ needs on e-commerce platforms.
• Experience/proficiency in SQL/Python is a plus.
• Understanding topics such as CSAT, NPS (Net Promoter Score), or other user experience metrics is a big plus.
• Ability to view different aspects of a project from a macro perspective while having an eye for detail.
• Ability to communicate and coordinate processes and projects in a clear and succinct manner to internal and external stakeholders.
• Ability to thrive in a dynamic and collaborative environment to make an impact and drive business goals.