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Shopee

Lead, Customer Experiences Strategy (SPX Express)

Shopee
Singapore
5-7 Years
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Job Description

Job Description:

  • Lead end-to-end customer experience (CX) for buyer & seller journeys for SPX, managing a team and driving service excellence
  • Own long-tail issue resolution, leveraging root cause analysis to implement scalable, cross-functional fixes
  • Build and standardize SOPs, playbooks, and escalation frameworks to reduce repeat complaints
  • Partner with Ops, Opex, Change teams, Product, CS, Recovery teams to resolve operational gaps, claims, disputes etc
  • Deliver improvements in key metrics like NPS, SLA, Returns rate, failed delivery and Driver Quality metrics

Requirements:

  • Bachelor's degree in Business, Operations, or related fields
  • Minimum 5-6 years of experience in operations, data analysis, or project management
  • Strong skills in GSheet/Excel and SQL
  • Experience in data cleaning, root cause analysis, and translating raw data into actionable insights
  • Strong project management skills: able to manage multiple initiatives simultaneously with tight timelines
  • Excellent communication and stakeholder management skills, both in Thai and English
  • Proactive, detail-oriented, and able to work independently
  • Willingness to conduct occasional on-site visits to hubs or warehouses

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Operations
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 145355741

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Last Updated: 24-05-2026 09:45:06 PM
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