Department Operations LevelExperienced (Individual Contributor) LocationBangkok 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.
Job Description:
- Manage day-to-day dispute, claim, and clawback operations, ensuring cases are reviewed accurately, consistently, and within SLA.
- Identify key bottlenecks, risks, and recurring dispute patterns; react quickly to resolve issues and prevent recurrence.
- Design and drive clawback and recovery strategies to maximize liquidation and cost recovery outcomes.
- Assess operational risk areas across the logistics network and define mitigation strategies in collaboration with Operations, Costing, Security Operations, and other stakeholders.
- Ensure strict adherence to SOPs, governance frameworks, and internal control standards.
- Review and interpret contractual terms related to logistics services, penalties, incentives, and billing to ensure dispute resolutions align with agreed conditions.
- Identify process improvement opportunities across forecasting, planning, reconciliation, and physical operations to improve cost, quality, and turnaround time
- Develop business cases for process improvements and influence stakeholders to adopt changes.
- Analyze data, prepare insights, and implement continuous improvement initiatives based on dispute and loss trends.
- Prepare dashboards, reports, and KPI tracking for internal stakeholders and management, providing clear visibility on dispute performance, recovery rate, and risk exposure.
- Act as a key point of contact for internal and external stakeholders to align on dispute resolution principles and decisions.
Requirements:
- Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations Management, Finance, or a related field. Master’s degree is an advantage.
- Minimum 3–5 years of experience in logistics operations, dispute management, claims, clawback, loss prevention, or cost recovery.
- Prior experience in a team lead, senior analyst, or supervisory role is strongly preferred.
- Ability to develop clear reports, dashboards, and performance tracking tools.
- Strong stakeholder management skills, with the ability to influence and align multiple teams toward a common objective.
- Clear and confident communication skills, both written and verbal both in English and Thai, especially when explaining complex or sensitive decisions.
- Ability to work effectively in a fast-paced, high-pressure environment with competing priorities.
- Proactive mindset with a continuous improvement and problem-solving orientation.
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