Senior Chatbot Project Executive - Operations, Marketplace

We are looking for a Chatbot Project Management to join our e-commerce customer service team and drive the next phase of chatbot innovation. In this role, you will lead the rollout of next-generation AI features and systems within the chatbot space.

• Lead strategic initiatives to modernize and scale our chatbot operations.
• Drive the planning and rollout of next-generation AI features and backend systems for chatbot use cases.
• Ensure end-to-end execution of new capabilities—from pilots to full-scale deployment—making sure they are well-integrated, adopted, and delivering measurable impact.
• Work closely with internal teams across Operations, Business Development, and Product to bring AI-driven innovations to life and elevate the overall customer experience.

Responsibilities

• Lead and manage digital transformation projects focused on chatbot unification, operational scalability, and user experience improvement.
• Drive the planning, rollout, and adoption of new AI/chatbot features and backend systems for local market adoption.
• Create rollout playbooks, progress trackers, and roadmaps to support scalable implementation.
• Work cross-functionally with regional CS, Product, and Business teams to align priorities, identify blockers early, and deliver roadmap outcomes.
• Track project KPIs and support data-driven decisions through structured reporting and insights.
• Propose improvements for the continuous enhancement of Shopee’s chatbot capabilities.

Requirements

• 2–4 years of experience in project management, digital transformation, or strategy roles; prior experience in the rollout of new IT or AI systems is a plus.
• Strong project management and stakeholder engagement skills—able to drive alignment and execution across multiple teams.
• Analytical mindset with comfort in using data (Excel, dashboards) to diagnose issues and evaluate impact.
• Excellent communication and presentation skills in English and BM; Mandarin is a plus.
• Proactive, adaptable, and able to thrive in fast-paced, ambiguous environments.