Partner Performance & Operations Lead

Lazada; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 120,000; Full time

Job summary

Lazada in Kuala Lumpur is seeking an operations leader to manage day-to-day live channel activities and ensure the One & Done promise for customers. You will drive the customer experience by turning feedback into actionable improvements and work closely with multiple teams to support project impacts.

The role requires thought leadership, strong analytics, and governance with an agile mindset to deliver under pressure in a fast-paced ecommerce environment.

Qualifications

• Three years in contact center industry, ecommerce experience a plus.
• Strong thought leadership and analytics to guide re-engineering and improvements.
• Clear governance with agile mindset and SOP/regulatory compliance.

Responsibilities

• Hands-on management of day-to-day operations to deliver the Once & Done promise via Live Channel.
• Drive customer experience using insights from feedback and pain points.
• Collaborate with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams.

Skills

Leadership

Analytics

Communication

Agile mindset

Cross-functional collaboration

Job description

Lazada in Kuala Lumpur is seeking an operations leader to manage day-to-day live channel activities and ensure the One & Done promise for customers. You will drive the customer experience by turning feedback into actionable improvements and work closely with multiple teams to support project impacts.

The role requires thought leadership, strong analytics, and governance with an agile mindset to deliver under pressure in a fast-paced ecommerce environment.