About The Team Drive end-to-end experience improvements across buyers, sellers, and frontline workers to support sustainable growth Identify key pain points in the logistics journey and lead impactful, scalable solutions Improve satisfaction, trust, and operational efficiency through data-driven initiatives Strengthen collaboration across teams to deliver a seamless experience for stakeholders Job Description Drive End-to-End Experience Improvement Buyer Experience Lead and execute initiatives across three core pillars: 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
