Planning & Performance Project (Operations Excellence)

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

Department OperationsLevelExperienced (Individual Contributor)LocationKuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.Job Description:Own end-to-end execution of platform exception handling initiatives across divisionsManage key exception buckets: aging orders, stuck orders, escrow release issuesDrive cross-functional projects from problem identification to full implementation and stabilisationEnsure 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 changesAct as the central owner to ensure initiatives are executed, not just plannedOperations ExcellenceUnderstand complex system processes, map dependencies across systems/datasets, and identify gaps.Identify root causes of operational issues and implement scalable, long-term solutionsReduce 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 stabilityClean up and resolve legacy system/process gapsBuild monitoring and tracking mechanisms to timely identify areas where exception handling requiredRequirements:At least 3 years of hands-on experience in operations, risk/control, audit, or logistics/e-commerce environments, with direct involvement in process improvement, exception handling, or operational problem-solvingProven track record of implementing process improvements end-to-end (from identifying issues designing solutions driving rollout ensuring stability and adoption)Strong ability to identify process gaps, control weaknesses, and failure points, with a mindset focused on preventing issues before they occurHighly execution-focused: able to drive initiatives independently, follow through on details, and ensure outcomes are delivered (not just planned)Comfortable working with ambiguity and incomplete dataExcellent stakeholder management and communication skillsDetail-oriented with the ability to zoom out and see system-level impact