BD Performance Management - AI Seller Bot Operations

SHOPEE SINGAPORE PRIVATE LIMITED; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Shopee Singapore Private Limited is seeking a BD Performance Management professional to manage and optimise the Seller Bot Knowledge Base and Education Hub. You will monitor bot performance, drive knowledge improvements and ensure content aligns with evolving seller needs and policies.

The role involves QA for new bot features, coordinating with Product and regional teams, and delivering data-driven enhancements to seller experience and operational efficiency.

Qualifications

• Experience managing chatbot knowledge bases, content management systems, AI-powered platforms, or digital solutions.
• Strong attention to detail and ability to work with data and KPIs.
• Proactive, quick learner, and able to thrive in a fast-paced environment.

Responsibilities

• Manage and maintain the Seller Bot Knowledge Base (KB) and Seller Education Hub (SEH) content to ensure information shared remains accurate, relevant, and aligned with evolving business priorities, operational processes, and seller needs. Drive quality and effectiveness of Seller Bot by optimising bot responses with accurate and consistent knowledge while aligning it with the latest business policies and seller behaviour.
• Proactively monitor bot performance, identify knowledge gaps, and recommend data-driven improvements to enhance seller experience and operational efficiency.
• Support UAT and quality assurance for new bot features, content releases, and AI enhancements, ensuring solutions meet business expectations and are production-ready.
• Gather and analyse feedback from sellers and Relationship Managers (RMs) to develop constructive plans for product and knowledge enhancements.
• Collaborate with Product, Regional, and cross-functional teams to support bot operations, issue resolution, knowledge governance, content localisation and continuous improvements.
• Undertake additional responsibilities and initiatives as assigned by the reporting manager in support of team priorities.

Skills

Chatbot knowledge bases

Content management

AI-powered platforms

Data-driven improvements

Excel/Sheets/PowerPoint

Job description

BD Performance Management - AI Seller Bot Operations

The Business Development and Partnerships teams at Shopee are dynamic and energetic. The teams are always looking to acquire business opportunities to drive Shopee to be the No. 1 e-commerce platform in Southeast Asia and Taiwan. The aim of the Business Development and Partnership teams is to provide Shopee’s buyers with a wide variety of product listings at the best prices.

About the Team:

The Business Development Performance Management (BDPM) team drives AI and strategic initiatives across the Business Development Department. We develop and scale AI solutions, improve business processes, and lead cross-functional projects that enhance seller experience, improve RM productivity, and support business growth.

Job Description:

• Manage and maintain the Seller Bot Knowledge Base (KB) and Seller Education Hub (SEH) content to ensure information shared remains accurate, relevant, and aligned with evolving business priorities, operational processes, and seller needs.Drive quality and effectiveness of Seller Bot by optimising bot responses with accurate and consistent knowledge while aligning it with the latest business policies and seller behaviour.
• Proactively monitor bot performance, identify knowledge gaps, and recommend data-driven improvements to enhance seller experience and operational efficiency.
• Support UAT and quality assurance for new bot features, content releases, and AI enhancements, ensuring solutions meet business expectations and are production-ready.
• Gather and analyse feedback from sellers and Relationship Managers (RMs) to develop constructive plans for product and knowledge enhancements.
• Collaborate with Product, Regional, and cross-functional teams to support bot operations, issue resolution, knowledge governance, content localisation and continuous improvements.
• Undertake additional responsibilities and initiatives as assigned by the reporting manager in support of team priorities.

Requirements:

• Experience managing chatbot knowledge bases, content management systems, AI-powered platforms, or digital solutions is a strong advantage.
• Comfortable working with technology, AI tools, and data is a plus.
• Strong attention to detail and good organisational skills.
• Good communication and stakeholder management skills.
• Proactive, willing to learn, and able to work in a fast-paced environment.
• Proficient in Microsoft Excel, Google Sheets, and PowerPoint.

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.