Chatbot Project Management - Operations, MY Marketplace

Shopee; Kuala Lumpur; Hybrid; MYR 70,000 - 90,000; Full time

Job summary

Shopee is seeking a Chatbot Project Manager for its Kuala Lumpur team. This role involves leading innovative AI-driven initiatives within the e-commerce customer service space, enhancing chatbot capabilities.

The ideal candidate will have 2-4 years of experience in project management and a strong analytical mindset. Excellent communication skills in English and BM are required, while Mandarin is a plus. Join us to drive the future of customer interaction and elevate user experience!

Qualifications

• 2-4 years of experience in project management, digital transformation, or strategy roles.
• Strong analytical mindset and comfort with using data to evaluate impact.
• Excellent communication skills in English and BM; Mandarin is a plus.

Responsibilities

• Lead strategic initiatives to modernize and scale our chatbot operations.
• Drive the rollout and adoption of AI features and backend systems.
• Track project KPIs and support data-driven decisions through reporting.

Skills

Project management

Stakeholder engagement

Data analysis

Communication skills

Adaptability

Job description

Overview

About The Team: We are looking for a Chatbot Project Manager to join our e-commerce customer service team and drive the next phase of chatbot innovation. In this role, you will lead the rollout of next-generation AI features and systems within the chatbot space.

Responsibilities

• Lead strategic initiatives to modernize and scale our chatbot operations.
• Drive the planning, rollout, and adoption of next-generation AI features and backend systems for chatbot use cases.
• Ensure end-to-end execution of new capabilities—from pilots to full-scale deployment—making sure they are well-integrated, adopted, and delivering measurable impact.
• Work closely with internal teams across Operations, Business Development, and Product to bring AI-driven innovations to life and elevate the overall customer experience.
• Lead and manage digital transformation projects focused on chatbot unification, operational scalability, and user experience improvement.
• Drive the planning, rollout, and adoption of new AI/chatbot features and backend systems for local market adoption.
• Create rollout playbooks, progress trackers, and roadmaps to support scalable implementation.
• Work cross-functionally with regional CS, Product, and Business teams to align priorities, identify blockers early, and deliver roadmap outcomes.
• Track project KPIs and support data-driven decisions through structured reporting and insights.
• Propose improvements for the continuous enhancement of Shopee’s chatbot capabilities.

Requirements

• 2–4 years of experience in project management, digital transformation, or strategy roles; prior experience in the rollout of new IT or AI systems is a plus.
• Strong project management and stakeholder engagement skills—able to drive alignment and execution across multiple teams.
• Analytical mindset with comfort in using data (Excel, dashboards) to diagnose issues and evaluate impact.
• Excellent communication and presentation skills in English and BM; Mandarin is a plus.
• Proactive, adaptable, and able to thrive in fast-paced, ambiguous environments.