Job Description:
Drive End-to-End Experience Improvement
Lead and execute initiatives across three core pillars:
Buyer Experience
- Improve buyers perception of Shopee and SPX
- Increase customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Reduce contact rate and customer complaints
- Identify pain points across the logistics journey and propose scalable solutions
Seller Experience
- Enhance seller sentiment and operational experience with SPX
- Improve pickup success rate and overall parcel handling
- Drive initiatives to ensure fair and transparent parcel charging
- Reduce parcel loss and improve claim resolution processes
- Collaborate with stakeholders to strengthen trust and communication with sellers
Worker Experience
- Improve the working experience of frontline teams, including backroom staff, truck drivers, and delivery riders
- Identify operational inefficiencies and design process improvements
- Drive initiatives to enhance engagement, productivity, and retention
Project Management & Execution
- Initiate, prioritize, and drive experience-related projects from problem identification to implementation
- Define success metrics and track impact of initiatives
- Use data and customer insights to guide decision-making
- Present findings and recommendations to senior stakeholders
Cross-Functional Collaboration
- Work closely with Logistics, Customer Service, Operations, and other internal teams to improve key experience and operational metrics
- Align stakeholders and drive accountability to ensure successful project delivery
Continuous Improvement & Innovation
- Proactively identify improvement opportunities through data, feedback, and market benchmarking
- Foster a culture of customer-centric thinking and continuous improvement within the team
Requirements:
- Bachelor's Degree in Business, Management, Finance, Economics, Statistics, Engineering or equivalent
- Strong SQL / data skill
- At least 2 years experience in Project Management, preferably in the E-commerce or logistics industry (not a must)
- Solid organizational skills including attention to detail and ability to prioritize across multiple objects
- Must be willing to station in Podium, Pasig office
