Partner and seller support L3 (Contract) SPX Express

Hammerjack Pty Ltd; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an experienced Operations Escalation Analyst to own end-to-end issue resolution, root-cause analysis, and cross-functional collaboration. You will analyze processes, monitor performance, and drive improvements across Operations, Product, Sales, and Customer Service.

The role requires strong problem-solving, stakeholder management, and the ability to manage multiple issues in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business Administration, Logistics, Operations Management or related field.
• Experience in operations, seller management, logistics, customer operations, process improvement, or a related function.
• Strong problem-solving and analytical skills with the ability to investigate complex issues and identify root causes.
• Strong coordination and stakeholder management skills, particularly in cross-functional environments.

Responsibilities

• Own and resolve complex or escalated operational issues from identification through resolution.
• Investigate operational incidents, identify root causes, and coordinate corrective actions with relevant teams.
• Handle escalated seller and stakeholder complaints related to operational issues.
• Provide timely updates and ensure issues are resolved within agreed service levels.
• Analyze operational processes, workflows, and performance data to identify inefficiencies, recurring issues, and operational gaps.
• Conduct root-cause analysis and develop practical solutions to prevent recurring operational problems.
• Monitor the effectiveness of implemented improvements and track outcomes.
• Provide troubleshooting support for complex operational, system, and cross-team issues.
• Work closely with Operations, Product, Sales, Customer Service, and other relevant teams to resolve issues.
• Act as a key liaison between departments to ensure clear communication, alignment, and smooth execution of operational initiatives.
• Follow up with relevant teams to ensure agreed actions are completed within the expected timeline.
• Prepare regular reports and analysis on operational issues, incidents, escalations, and improvement initiatives.
• Track issue resolution, root causes, corrective actions, and improvement outcomes.
• Provide insights and recommendations to management based on operational data and trends.
• Support ad-hoc analysis and reporting for operational and seller management initiatives.

Skills

Problem solving

Analytical skills

Stakeholder management

Coordination

Communication skills

Independent worker

Multi-tasking

Data analysis

Education

Bachelor's degree

Tools

Excel/Google Sheets

Job description

Job Description:

1. Operational Issue and Escalation Management

• Own and resolve complex or escalated operational issues from identification through resolution.
• Investigate operational incidents, identify root causes, and coordinate corrective actions with relevant teams.
• Handle escalated seller and stakeholder complaints related to operational issues.
• Provide timely updates and ensure issues are resolved within agreed service levels.

2. Operational Analysis and Process Improvement

• Analyze operational processes, workflows, and performance data to identify inefficiencies, recurring issues, and operational gaps.
• Conduct root-cause analysis and develop practical solutions to prevent recurring operational problems.
• Monitor the effectiveness of implemented improvements and track outcomes.

3. Cross-Functional and Troubleshooting

• Provide troubleshooting support for complex operational, system, and cross-team issues.
• Work closely with Operations, Product, Sales, Customer Service, and other relevant teams to resolve issues.
• Act as a key liaison between departments to ensure clear communication, alignment, and smooth execution of operational initiatives.
• Follow up with relevant teams to ensure agreed actions are completed within the expected timeline.

4. Reporting and Performance Monitoring

• Prepare regular reports and analysis on operational issues, incidents, escalations, and improvement initiatives.
• Track issue resolution, root causes, corrective actions, and improvement outcomes.
• Provide insights and recommendations to management based on operational data and trends.
• Support ad-hoc analysis and reporting for operational and seller management initiatives.

Requirements:

• Bachelor's degree in Business Administration, Logistics, Operations Management or a related field.
• Experienced in operations, seller management, logistics, customer operations, process improvement, or a related function.
• Strong problem-solving and analytical skills with the ability to investigate complex issues and identify root causes.
• Strong coordination and stakeholder management skills, particularly in cross-functional environments.
• Experience handling escalations and resolving operational issues end-to-end.
• Good understanding of operational processes, SOPs, and performance metrics.
• Strong skills in Excel / Google Sheets or data analysis experience is a plus.
• Able to work independently, prioritize multiple issues, and operate effectively in a fast-paced environment.
• Strong communication skills.