Customer Service - Projects & Analytics - Lead, Shopee

Shopee


Date: 2 weeks ago
City: Manila
Contract type: Full time
Job Description

Primary Function:

  • Design and manage end-to-end initiatives to improve customer experience and operational efficiency

Duties And Responsibilities

  • 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

Requirements

  • 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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