Operations Project - Service Excellence, ShopeePay

Monee; Jakarta Pusat; On-site; IDR 200,880,000 - 312,480,000; Full time

Job summary

Monee in Jakarta is seeking a senior Customer Service professional to enhance the end-to-end customer experience across product and operational initiatives. You will translate insights into improvements and work with product, operations, and compliance to ensure smooth journeys.

The role requires at least four years in customer service, strong ownership, problem-solving, and the ability to collaborate with diverse teams.

Qualifications

• Minimum 4 years of experience in customer service.
• Ownership mindset able to drive initiatives from ideation to execution.
• Excellent problem-solving with meticulous attention to detail in compliance contexts.
• Proven ability to communicate and manage cross-functional stakeholders across technical, operational, and compliance domains.
• Practical knowledge of AI/ML concepts and hands-on experience prototyping or building operational solutions with AI tools and LLMs.
• Fluency in English and Bahasa Indonesia.
• High agility to deliver in a dynamic, regulation-sensitive environment.

Responsibilities

• Customer Service Enhancement: enhance the overall customer service experience through product improvements and strategies.
• Cross-Functional Stakeholder Management across Monee products for alignment and seamless journeys.
• Feature & Product Launch Management: monitor launches and track post-launch performance.
• Product & Operational Improvement: translate insights into actionable improvements.
• Performance Monitoring & Optimization: track metrics to identify gaps and drive improvements.

Skills

Customer Service

Ownership mindset

Problem-solving

Stakeholder management

AI/ML concepts

English & Bahasa

Regulatory awareness

Job description

• Customer Service Enhancement: Responsible for enhancing the overall customer service experience through product improvements and operational strategies, identifying opportunities to improve customer satisfaction and journey efficiency.
• Cross-Functional Stakeholder Management: Collaborate with cross-functional stakeholders across various Monee products to ensure alignment, seamless integration, and a consistent user experience with clear end-to-end customer journeys.
• Feature & Product Launch Management: Monitor and support feature and product launches, ensuring readiness across product, operations, and relevant stakeholders while tracking post-launch performance and identifying areas for improvement.
• Product & Operational Improvement: Translate customer insights, operational challenges, and business needs into actionable product and process improvements to enhance service quality and overall user experience.
• Performance Monitoring & Optimization: Track key product/customer service/customer experience metrics to identify gaps, evaluate the impact of enhancements, and drive continuous improvements.

Job Description

• Customer Service Enhancement: Responsible for enhancing the overall customer service experience through product improvements and operational strategies, identifying opportunities to improve customer satisfaction and journey efficiency.
• Cross-Functional Stakeholder Management: Collaborate with cross-functional stakeholders across various Monee products to ensure alignment, seamless integration, and a consistent user experience with clear end-to-end customer journeys.
• Feature & Product Launch Management: Monitor and support feature and product launches, ensuring readiness across product, operations, and relevant stakeholders while tracking post-launch performance and identifying areas for improvement.
• Product & Operational Improvement: Translate customer insights, operational challenges, and business needs into actionable product and process improvements to enhance service quality and overall user experience.
• Performance Monitoring & Optimization: Track key product/customer service/customer experience metrics to identify gaps, evaluate the impact of enhancements, and drive continuous improvements.

Requirements

• Min of 4 years of experience in Customer Service.
• Strong ownership mindset with ability to manage initiatives independently from ideation to execution.
• Exceptional problem-solving skills with meticulous attention to detail - critical given compliance/regulatory sensitivity.
• Proven ability to communicate and manage cross-functional stakeholders across technical, operational, and compliance domains.
• Practical knowledge of AI/ML concepts and hands-on experience prototyping or building operational solutions with modern AI tools and LLMs.
• Professional fluency in English and Bahasa Indonesia.
• High agility to adapt and deliver key project deliverables in a dynamic, regulation-sensitive environment.