End-to-End Operations Excellence Lead

Shopee; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

Shopee Kuala Lumpur is seeking an experienced Operations professional to own end-to-end exception handling initiatives and drive cross-functional projects across divisions. You will ensure accurate system configurations, lead seller migration efforts, and partner with Product, SOS and Marketing Demand to rollout operational changes.

The role emphasizes root-cause analysis, automation, and reducing manual workload while sustaining high SLA performance.

Qualifications

• 3+ years in operations, risk/control, audit or logistics/e-commerce.
• Direct involvement in process improvement and exception handling.
• Strong stakeholder management and communication skills.

Responsibilities

• Own end-to-end execution of platform exception handling initiatives across divisions.
• Manage key exception buckets: aging orders, stuck orders, escrow release issues.
• Drive cross-functional projects from problem identification to full implementation and stabilisation.
• Ensure accurate system setup and configurations (e.g. non-working days, SLA logic).
• Lead seller migration initiatives (own fleet platform logistics).
• Partner with internal teams (Product, SOS, Marketing Demand) to ensure smooth rollout of operational changes.
• Act as the central owner to ensure initiatives are executed, not just planned.
• Understand complex system processes, map dependencies across systems/datasets, and identify gaps.
• Identify root causes of operational issues and implement scalable, long-term solutions.
• Reduce manual workload through automation and AI-driven initiatives (e.g. rule-based processing, distance validation).
• Improve system reliability (status mapping, escrow release accuracy, SLA calculations).
• Establish SOPs and continuously enhance processes to ensure operational stability.
• Build monitoring and tracking mechanisms to timely identify areas where exception handling required.

Skills

Operations

Risk/Control

Audit

Logistics

Process Improvement

Exception Handling

Stakeholder Management

Communication

Detail-oriented

Job description

Shopee Kuala Lumpur is seeking an experienced Operations professional to own end-to-end exception handling initiatives and drive cross-functional projects across divisions. You will ensure accurate system configurations, lead seller migration efforts, and partner with Product, SOS and Marketing Demand to rollout operational changes.

The role emphasizes root-cause analysis, automation, and reducing manual workload while sustaining high SLA performance.