Associate Seller Quality & Penalty Management - Operations, Shopee

Manage onboarding and offboarding for specific seller segments (PS/ PS+/ Mall)

Handle daily penalty operations related to orders and financial transactions, including seller appeals

Test new features before launch (UAT), evaluate features from seller experience and policy perspectives and work with teams to fix/enhance, recommend launch timing based on readiness, impact and risk

Identify process gaps and improve workflows

Handle escalations from internal teams

Track performance and deliver reports/analysis

Metrics / KPI

SLA/OLA Compliance: Ensure all appeals and onboarding requests are processed within the agreed timeline.

Crisis Case Resolution: Effectively manage and resolve high-priority escalation queues to minimize business impact.

Accuracy Rate: Maintain high precision in penalty validation and PS/PS+ whitelisting to ensure fairness.

Yêu cầu công việc

2+ years of experience in e-commerce operations, compliance or process improvement.

Applied systematic thinking to analyze and optimize end-to-end processes for consistency and efficiency

Proficient in Excel or Google Sheets for BAU task execution and performance reports.

Excellent communication and stakeholder alignment skills to work effectively across cross-functional teams.

Experience in UAT and feature feedback consolidation is preferred.