(Senior) Associate, CS Project Management - Operations, Shopee

Every contact a user makes with Customer Service is evidence that something broke upstream - a policy, a workflow, a screen, or a message that didn't land. As a CS PMO, you'll be the person who traces a support contact back to where it actually started, and makes sure the fix lands there too, instead of living inside a script.

You'll sit at the intersection of Policy, Product, Operations, Design, and the CS frontline - spotting where the user support experience breaks down, redesigning the policy, communication, and workflow behind it, and building the early-warning systems that catch a struggling user before they ever have to reach out. If you enjoy turning “why do we keep getting this same complaint” into a real, durable fix, this role is built for you.

Responsibilities

Own the diagnosis, end to end

• Analyze the current user support experience end to end - the upstream root cause, the reactive treatment, the operational handling, and how disputes are opened, evidenced, and closed - to find where it's actually breaking.
• Build and maintain a contact-reason taxonomy and root-cause tree that separates the real root cause (policy, product, or operational failure) from downstream symptoms (confusion, mistrust, repeat contact).

Fix the root, not just the ticket

• For every recurring issue, work out whether the durable fix is a root-cause fix (product/ops/policy), a communication fix (clearer messaging or education), or a Q&A fix (better agent guidance) - and route it to the right owner instead of defaulting to a script update.
• Quantify each pain point's volume, severity, and business impact
• CS cost, resolution time, dispute overturn rate, user dissatisfaction - and use that to prioritize what gets fixed first.

Redesign the experience, cross-functionally

• Partner with Policy, Product, Operations, and others to translate diagnosed pain points into concrete policy language, user communication, and UI/UX changes across the daily scenarios users actually run into.
• Co-own the CS Q&A, ticket resolution flow and knowledge-base updates that come out of each redesign cycle, so frontline guidance never drifts from the underlying fix.

Catch it before it escalates

• Define and monitor the signals that flag a “suffering user” - repeat contact, escalation pattern, sentiment - and design proactive outreach for them before they churn or escalate further.
• Run a recurring review cadence that closes the loop end to end: issues raised → fixes shipped (root cause / communication / Q&A) → impact measured → next iteration prioritized.

Requirements

• Bachelor's degree or equivalent practical experience.
• 2+ years in CS Strategy/PMO, Process Excellence, Operations Excellence, or Product/Program Management, ideally within e-commerce, marketplace, fintech, or another fast-moving operational environment.
• Structured, logical problem-solver - you can take a messy, ambiguous support issue and break it down into a clear root-cause tree and an actionable fix. Solid grasp of how support and dispute workflows work, with the ability to map, evaluate, and redesign them.
• Working data skills in Excel/Google Sheets (Pivot Tables, basic formulas) to size problems and back up your recommendations. Comfortable with PowerPoint/Google Slides.
• Confident communicator and stakeholder manager - able to draft user-facing policy or communication copy and bring Policy, Product, Design, and Ops along with you.
• English communication skills.
• Comfortable moving between the concrete (a UI screen, a Q&A script) and the abstract (a root-cause hypothesis, a policy principle).
• Thrives with multiple priorities, works well independently, and adapts quickly in a fast-paced environment.
• Experience designing monitoring or early-warning mechanisms, or proactive support programs, not just reactive CS improvement.
• Familiar with process-mapping tools (Lucidchart, Draw.io, or similar).
• AI enthusiastist