AI, Automation & Business Analysis (SPX)

Shopee; Philippines; On-site; PHP 420,000 - 800,000; Full time

Job summary

Shopee Philippines is seeking a data-driven professional to develop AI solutions and analyze CS operations, translating insights into scalable improvements. In this role you will design AI-powered tools, analyze performance metrics, and collaborate with CS Ops to identify automation opportunities, aiming to boost productivity, CSAT, and end-to-end resolution.

You will work cross-functionally with the SOP team, continuously explore new AI capabilities, and advocate data-driven decisions that

Qualifications

• Bachelor's degree in CS, analytics, IS or related field.
• Hands-on coding from internships, academic projects, or professional work.
• Strong analytical and problem-solving skills; proficient in GSheet/Excel; SQL a plus.
• Interest in AI, automation, business analysis, and process improvement.
• Strong communication and stakeholder collaboration skills.
• Proactive, detail-oriented, and able to work independently.

Responsibilities

• AI & Automation Development: Design, develop, test, and maintain AI-powered tools and automation solutions to streamline CS workflows.
• Data Analysis & Business Insights: Analyze CS data and performance metrics to identify trends and improvement opportunities.
• Process Improvement & Automation Opportunities: Review workflows with SOP and CS Ops to assess AI adoption and automation.
• Continuous Improvement & Innovation: Explore emerging AI capabilities to support data-driven operational decisions.

Skills

Analytical thinking

Data analysis

GSheets/Excel

SQL (advantage)

Stakeholder comms

Independent work

AI interest

Education

Bachelor's degree in Computer Science, Business Analytics, Information Systems

Tools

SQL

Job description

Job Description:

Responsible for developing AI solutions, conducting business and data analysis, and identifying opportunities to improve CS operational efficiency. This role focuses on translating business needs and data insights into scalable solutions that improve productivity and customer experience.

Key Responsibilities:

• AI & Automation Development: Design, develop, test, and maintain AI-powered tools, scripts, and automation solutions to streamline CS workflows, reduce repetitive tasks, improve agent productivity and evaluating solution effectiveness
• Data Analysis & Business Insights: From the tools, analyze CS operational data and performance metrics to identify trends, root causes, process gaps, and improvement opportunities. Translate findings into actionable recommendations to improve productivity, contact rate, E2E resolution, and CSAT.
• Process Improvement & Automation Opportunities: Collaborate with the SOP team and CS Ops to review existing workflows, identify inefficiencies, and assess opportunities for process redesign, AI adoption, and automation.
• Continuous Improvement & Innovation: Explore emerging AI capabilities, analytical approaches, and automation tools to identify opportunities for further efficiency gains and support data-driven operational decisions.

Requirements:

• Bachelor's degree in Computer Science, Business Analytics, Information Systems, or a related field
• Hands-on coding experience through internships, academic projects, or professional work
• Strong analytical and problem-solving skills proficiency in GSheet/Excel, with SQL experience being an advantage
• Interest or experience in AI, automation, business analysis, and process improvement
• Strong communication and stakeholder collaboration skills
• Proactive, detail-oriented, and able to work independently