Hub Operations Lead: Process Excellence & KPIs

Shopee; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Shopee Philippines hub is seeking a dedicated Hub Operations Supervisor to oversee daily hub functions, ensuring smooth and efficient operations. You will drive process improvements and ensure adherence to procedures while maintaining high standards of service.

You will lead team briefings, monitor KPIs, coordinate with agency staff and customer-support teams to resolve escalations, and continuously seek efficiency gains across the hub’s operations.

Responsibilities

• Oversee daily hub operations, ensuring smooth and efficient functioning.
• Ensure adherence to established procedures, policies, and regulations.
• Lead team briefings, conduct weekly staff meetings, and regularly assess team performance.
• Drive continuous improvement in key performance indicators (KPIs) for the hub.
• Implement process improvement initiatives and projects to enhance hub productivity and efficiency.
• Assist the Customer Support team with call-outs to resolve customer escalations.
• Coordinate with agency coordinators to manage and support agency teams.
• Handle additional tasks related to overall hub operations as needed.

Job description

Shopee Philippines hub is seeking a dedicated Hub Operations Supervisor to oversee daily hub functions, ensuring smooth and efficient operations. You will drive process improvements and ensure adherence to procedures while maintaining high standards of service.

You will lead team briefings, monitor KPIs, coordinate with agency staff and customer-support teams to resolve escalations, and continuously seek efficiency gains across the hub’s operations.