Projects & Analytics Specialist – Return & Refund

Shopee; Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Shopee Manila is seeking an experienced Operations Project Manager to lead cross-functional initiatives from concept to rollout. You will build analytical frameworks, dashboards, and performance reviews to inform leadership decisions.

Responsibilities include optimizing the Return & Refund process, driving automation and AI-driven improvements, and coordinating with Product, Engineering, and Operations to deliver measurable business impact. Bachelor's degree required, MBA a plus.

Qualifications

• Bachelor's degree in any field with analytics, project management, operations, or business strategy experience.
• 4-7 years in PM, analytics, strategy, or operations excellence.
• Experience leading cross-functional projects and driving business transformation.

Responsibilities

• Lead high-impact cross-functional projects from initiation to implementation.
• Identify gaps, build analytical frameworks, and deliver measurable impact.

Skills

Analytical thinking

Problem solving

Project management

Stakeholder management

English communication

Data visualization

Business acumen

Education

Bachelor's degree

MBA advantageous

Tools

Excel

Data visualization tools

SQL

Automation tools

Scripting / AI apps

Job description

Department OperationsLevelExperienced (Individual Contributor)LocationManilaThe 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.About the Team:Project Management & Continuous ImprovementLead and manage high-impact, cross-functional projects from initiation to implementation, ensuring timely delivery and measurable business impactDrive continuous improvement initiatives to optimize the Return & Refund process, enhancing customer experience while improving operational efficiency and cost effectivenessIdentify operational, process, and product gaps through data analysis and structured problem-solving, and develop scalable solutions to address themConduct post-implementation reviews to evaluate initiative success, quantify impact, and recommend further enhancementsCommunicate project progress, risks, recommendations, and outcomes effectively to senior leadership and key business partnersAnalytics & Strategic PlanningDevelop analytical frameworks and provide actionable insights to support strategic decision-makingBuild and maintain performance dashboards, reports, and business reviews for operational monitoring and leadership reportingAnalyze key operational metrics, identify trends and root causes, and recommend targeted interventionsTranslate complex data into clear recommendations and presentations for senior leadershipJob Description:Cost & Headcount ManagementLead cost analysis, workforce planning, and resource optimization initiatives across the Return & Refund functionDevelop headcount forecasts, productivity models, and cost projections to support business planning and scaling requirementsPartner with Operations stakeholders to evaluate resource allocation strategies and identify opportunities for efficiency improvementsAI, Automation & InnovationIdentify and drive opportunities to leverage AI, automation, and technology solutions to improve operational efficiency and reduce manual effortCollaborate with Product, Engineering, and Operations teams to implement innovative solutions that enhance team productivity and decision-makingMeasure and track the impact of AI and automation initiatives, ensuring alignment with business objectives and operational goalsRequirements:EducationBachelor's Degree in any field, with demonstrated experience in analytics, project management, operations, or business strategyMBA or postgraduate studies are an advantageExperience4-7 years of relevant work experience in Project Management, Business Analytics, Strategy, Operations Excellence, Consulting, or related fieldsExperience leading cross-functional projects and driving business transformation initiativesExperience supporting Customer Service, Operations, or eCommerce environments is preferredExperience in workforce planning, cost management, automation, or AI-related initiatives is a strong advantageSkills & CompetenciesStrong analytical and problem-solving skills with the ability to translate data into business recommendationsAdvanced proficiency in Excel and data visualization toolsWorking knowledge of SQL is preferred; experience with automation tools, scripting, or AI applications is a plusExcellent project management and stakeholder management capabilitiesStrong business acumen with the ability to balance customer experience, operational efficiency, and cost considerationsExcellent verbal and written English communication skills, with the ability to present insights and recommendations to senior leadershipSelf-driven, highly organized, and comfortable managing multiple priorities in a fast-paced environment