CS Operations Lead, SPX Express

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.

• Own and monitor end-to-end Customer Service operational KPIs, including SLA, First Response Time (FRT), Resolution Time (TAT), CSAT, backlog, abandonment rate, and contact rate.
• Develop productivity frameworks and operational dashboards to measure agent efficiency, utilization, occupancy, and cost per contact.
• Analyze CS performance trends and identify operational gaps, root causes, and improvement opportunities.
• Establish productivity benchmarks, staffing models, and capacity planning recommendations based on demand forecasts.
• Drive initiatives to improve service levels while optimizing manpower and operating costs.
• Partner closely with Customer Service, Product, Merchant Operations, Driver Operations, and Logistics teams to resolve recurring customer pain points.
• Lead regular business reviews and present actionable insights and recommendations to management.
• Design and implement process improvements, SOPs, automation opportunities, and workflow enhancements to improve operational efficiency.
• Monitor quality trends and work with QA and Training teams to improve agent performance and reduce repeat contacts.
• Ensure accurate reporting and governance of all CS operational metrics.

• Bachelor’s degree in business, Engineering, Operations Management, Statistics, or a related field.
• 5+ years of experience in Customer Service Operations, Business Operations, or Operations Excellence, preferably in e-commerce, food delivery, logistics, or technology.
• Strong analytical skills with advanced proficiency in Excel/Google Sheets; experience with SQL and BI tools (Power BI, Tableau, Looker, etc.) is highly preferred.
• Proven experience building KPI dashboards, productivity models, and operational performance frameworks.
• Strong understanding of workforce management concepts, capacity planning, and service level management.
• Excellent stakeholder management and communication skills with the ability to influence cross-functional teams.
• Highly data-driven, structured, and comfortable working in a fast-paced operational environment.