Seller Quality & Compliance Lead - Operations, Shopee

Responsibilities

Daily Compliance Operations

• Oversee day-to-day seller compliance across all control modules, ensuring sellers meet platform standards and legal requirements.
• Review seller performance through data metrics, operational behaviors, and supporting documents (licenses, contracts, brand authorization).
• Build and refine control processes based on policy updates, seller types, and business risk levels.
• Handle seller complaints and appeals with fairness and transparency.
• Lead module PICs in task delivery, SLA adherence, quality, and productivity.
• Manage task efficiency including workload distribution, backlog monitoring, backup planning, and bottleneck resolution.

Stakeholder Collaboration & Operation Ownership

• Proactively lead and facilitate meetings with relevant stakeholders - setting clear context, driving alignment on next steps, and ensuring concerns are resolved in a timely manner.
• Collaborate closely with BD, Legal, and cross-functional teams to align on operation practices.
• Communicate progress, risks, and key decisions to leadership and stakeholders at the right cadence.
• Take ownership of new or pre-launch BD initiatives - from setting up operational flows and data structures, to clearing operational blockers, through to successful launch.
• Proactively update leadership and stakeholders on project status, dependencies, and timeline risks.

Process Ownership & Continuous Improvement

• Own end-to-end SOP development and implementation for key compliance modules - understanding the rationale behind each process and measuring impact of changes (e.g., time saved, error reduction).
• Consolidate feature requests, UAT feedback, issue tracking, and post-launch reviews.
• Escalate key risks and propose data-backed improvements.

Requirements

• 3+ years of experience in e-commerce, logistics, or compliance operations.
• Experience in seller verification, brand/IP control, or compliance operations.
• Excellent communication - comfortable leading meetings and driving cross-functional alignment independently.
• Demonstrated ability to write, maintain, and improve SOPs with a continuous-improvement mindset.
• Leadership experience in managing BPO or in-house teams.
• Analytical and data skills with proficiency in Excel / Google Sheets dashboards is a plus.
• Familiarity with AI-assisted workflows is a plus - ability to collaborate with AI tools for building automation on repeated processes, setting up feedback loops for model improvement, or configuring alerts for OKR/ KPI risk monitoring.