Listing Supervisor, Shopee

Responsibilities

The role will be responsible for 3 sub-tasks without Listing support team

1. Quality Assurance (QA): Monitors and evaluates listing accuracy, ensuring all product data complies with marketplace policies and quality standards
2. Appeals Management: Reviews and resolves seller escalations regarding rejected or flagged listings, balancing policy enforcement with a fair seller experience
3. BE Category Management: Maintains and optimizes the backend product catalog structure, ensuring accurate data mapping, taxonomy, and seamless navigation for users

Requirements

• QA Leadership:

• Oversee and scale QA activities to ensure marketplace listings adhere strictly to platform guidelines and quality benchmarks.

• Appeals Management:

• Lead the appeals team to efficiently resolve seller disputes, optimize turnaround times, and maintain a balance between strict policy enforcement and seller satisfaction.

• Backend Category Management:

• Manage product taxonomy, category mapping, and backend Ops configuration to ensure an accurate and highly discoverable catalog.

• Process Optimization: Identify operational bottlenecks across sub-teams and implement scalable, data-driven workflows.

• People Management:

• Mentor, coach, and align a diverse team of QA analysts and operations specialists to meet performance KPIs.

• KPI and Performance Management:

• Define, monitor, and own core operational KPIs including QA accuracy rates, appeal SLA turnaround times, and category mapping precision.

• Data-Driven Decision Making: Analyze operational metrics, fraud trends, and error rates to uncover root causes and proactively implement preventative measures.

• Stakeholder Management:

Act as the primary bridge between Operations and cross-functional partners, including Product, Tech, Legal, and Customer Support.