Associate Seller Quality & Penalty Management - Operations, Shopee

Responsibilities

• 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.

Requirements

• 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.