Customer Service - Projects & Analytics - Lead, Shopee
Shopee
Date: 2 days ago
City: Manila
Contract type: Full time
Job Description
Primary Function:
Primary Function:
- Design and manage end-to-end initiatives to improve customer experience and operational efficiency
- Conduct thorough analysis of customer service KPIs & OKRs to identify areas of improvement
- Drive collaboration and communication among stakeholders to align on objectives, scope, and progress of initiatives
- Manage and prioritize initiatives to ensure on-time and quality execution
- Deliver tangible outcomes through strong analytical skills, hands-on and pragmatic approach
- Manage customer service-related data & reports to provide business insights
- Communicate progress and insights to the management regularly
- Graduate of a 4 years Bachelor's Degree ; Bachelor’s degree in any field
- At least 3 years of experience in project/program management or strategy
- Proven ability to manage large and complex projects with experience leading cross-functional projects and teams
- Excellent stakeholder management especially with senior leads/managers
- Strong problem solving skills, with ability to draw insights from large and ambiguous data sets
- Highly quantitative and analytical
- Flexible and able to adapt in a fast-paced work environment
- Hands-on experience with programming languages (e.g., SQL, Python) and analytics tools (e.g., Power BI, Tableau) is a plus
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