Operations Lead (RR) - Operations, MY Marketplace

Operations Lead (RR) - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Operations Lead (RR) - Operations, MY Marketplace at Shopee. Location : Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.

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.

Responsibilities

• 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.

Qualifications

Seniority level

Employment type

Job function

Industries

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