About The Team
The Customer Experience & Seller Operations team plays a critical role in optimising Shopee Singapore's end-to-end user journey. We leverage user data, market research, and real-time feedback to uncover actionable insights that enhance both customer satisfaction and seller performance across all touchpoints.
This is a hands-on, impact-driven team that values structured thinking, analytical rigour, and strong ownership. From ideation to implementation, team members are expected to translate insights into practical solutions, coordinate execution, and measure outcomes to ensure meaningful business and user impact.
Job Description
- Analyse user feedback and data, existing user journey touch points, operational metrics and market research to identify recurring pain points and trends
- Translate identified insights into structured recommendations which are operationally feasible with clear data-led impact analysis.
- Conduct competitor benchmarking and industry search to surface improvement opportunities
- Drive cross-functional improvements/initiatives as a project coordinator and track timelines, dependencies to ensure timely delivery, whilst proactively highlighting risks and trade-offs
- Support and review existing operating processes, draft and revise user-facing steps and communications to maintain efficient, effective governance for the Shopee platform
Requirements
- Bachelor's degree or higher in Business, Computer Science, Business Analytics or related fields
- Strong writing skills with some exposure to copywriting/structured writing
- Detail-oriented with strong follow-through and ownership
- Good analytical mindset with comfort working on data (Excel/Google Sheets proficiency)
- Interest in e-commerce, marketplace operations, or customer experience improvement. Any prior e-Commerce experience in an operationally inclined role will be a plus
- Outstanding written and verbal communication skills for effective stakeholder management
