CS Operations Analyst, SPX Express

SHOPEE SINGAPORE PRIVATE LIMITED; Manila; On-site; PHP 400,000 - 1,000,000; Full time

Job summary

Shopee Singapore Private Limited is seeking an Operations Analyst to monitor and report on key performance metrics across customer, driver, and merchant support. The role emphasizes data integrity, dashboard development, and cross-functional collaboration with CS, Operations, Product, and Business teams.

You will analyze trends, drive process improvements, and help with workforce planning by forecasting ticket volumes and ensuring SLA adherence.

Qualifications

• Bachelor's degree in business, Industrial Engineering, Statistics, Operations Management, or related field.
• 3+ years of experience in Operations Analytics, Customer Service Operations, BI, or similar roles.
• Strong analytical skills with experience interpreting operational and customer data.
• Advanced proficiency in Excel/Google Sheets; SQL/Tableau/Power BI or equivalent.
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Monitor and report on Customer, Driver, and Merchant support performance metrics, including backlog, SLA attainment, response time, resolution time, and escalation rates.
• Track daily operational health and ensure support queues are managed within agreed service levels.
• Analyze trends in customer, driver, and merchant concerns to identify recurring issues and improvement opportunities.
• Conduct root cause analysis on SLA breaches, backlog growth, and support escalations, and recommend corrective actions.
• Develop and maintain dashboards, reports, and trackers to provide visibility on operational performance.
• Partner with CS, Operations, Product, and Business teams to drive issue resolution and process improvements.
• Lead backlog management initiatives and coordinate with stakeholders to ensure timely closure of aged cases.
• Support workforce planning and forecasting by providing insights on ticket volume trends and support demand.
• Ensure data accuracy and integrity across reporting and case management systems.
• Present performance insights, risks, and recommendations to management on a regular basis.

Skills

Analytical thinking

Excel/Google Sheets

SQL/Tableau/Power BI experience

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in business, Industrial Engineering, Statistics, Operations Management, or related field

Tools

SQL

Tableau

Power BI

Excel

Job description

The 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:

Key Responsibilities

• Monitor and report on Customer, Driver, and Merchant support performance metrics, including backlog, SLA attainment, response time, resolution time, and escalation rates.
• Track daily operational health and ensure support queues are managed within agreed service levels.
• Analyze trends in customer, driver, and merchant concerns to identify recurring issues and improvement opportunities.
• Conduct root cause analysis on SLA breaches, backlog growth, and support escalations, and recommend corrective actions.
• Develop and maintain dashboards, reports, and trackers to provide visibility on operational performance.
• Partner with CS, Operations, Product, and Business teams to drive issue resolution and process improvements.
• Lead backlog management initiatives and coordinate with stakeholders to ensure timely closure of aged cases.
• Support workforce planning and forecasting by providing insights on ticket volume trends and support demand.
• Ensure data accuracy and integrity across reporting and case management systems.
• Present performance insights, risks, and recommendations to management on a regular basis.

Requirements:

Qualifications

• Bachelor's degree in business, Industrial Engineering, Statistics, Operations Management, or a related field.
• 3+ years of experience in Operations Analytics, Customer Service Operations, Business Intelligence, or similar roles.
• Strong analytical skills with experience interpreting operational and customer support data.
• Advanced proficiency in Excel/Google Sheets; experience with SQL, Tableau, Power BI, or equivalent tools is preferred.
• Strong stakeholder management skills with the ability to work cross-functionally.
• Excellent communication, problem-solving, and project management capabilities.
• Experience supporting Customer, Driver, or Merchant operations within e-commerce, logistics, mobility, or marketplace platforms is highly preferred.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Shopee is a leading e-commerce platform in Southeast Asia, Taiwan, and Brazil. Shopee promotes an inclusive and sustainable digital ecosystem by enabling businesses to digitalise and grow their online presence, helping more people access and benefit from digital services, and uplifting local communities.

Shopee is also a key contributor to the digital economy, with a firm commitment to helping homegrown brands and entrepreneurs succeed in e-commerce.

Shopee is part of Sea Limited (NYSE: SE), a global technology company. Sea’s mission is to better the lives of consumers and small businesses with technology through its three core businesses: Shopee, Garena, and Monee.

Shopee is a leading e-commerce platform in Southeast Asia, Taiwan, and Brazil. Shopee promotes an inclusive and sustainable digital ecosystem by enabling businesses to digitalise and grow their online presence, helping more people access and benefit from digital services, and uplifting local communities.

Shopee is also a key contributor to the digital economy, with a firm commitment to helping homegrown brands and entrepreneurs succeed in e-commerce.

Shopee is part of Sea Limited (NYSE: SE), a global technology company. Sea’s mission is to better the lives of consumers and small businesses with technology through its three core businesses: Shopee, Garena, and Monee.

What can I earn as an Operations Analyst