RR Solutions Project Management Associate - Operations, Shopee

Responsibilities

1. Project Management & Operational Optimization

• Process Optimization: Lead projects to audit, refine and automate current In-house agent workflows, specifically focusing on efficiency for Crisis Management and Hard Case resolution.
• Escalation Streamlining: Improve the existing escalation bridge (CS L1/L2/In-house) to reduce "ping-pong" cases and minimize resolution latency.
• Cross-functional Execution: Drive collaboration with different CS functions or other departments to ensure project deliverables are met on-time; proactively resolve roadblocks during Go-live and Hypercare periods.
• SOP & Change Management: Update and standardize SOPs based on process optimizations, ensuring smooth transitions and high agent adoption rates for all updates.

2. Performance Management & Data Insights

• Metric Ownership: Monitor and drive improvements for core KPIs: SLA, Reopen Rate, and Crisis Rate.
• Root Cause Analysis (RCA): Conduct deep-dives into large datasets to diagnose the causes of metric drops and initiate targeted optimization projects to restore performance.
• Reporting & Dashboards: Build automated tracking tools to provide senior leadership with real-time visibility into the health and performance of the Return & Refund department.

Requirements

• Experience: 2+ years in PMO, Strategy, Operations, or Management Trainee roles.
• Technical & Analytical Proven ability and open-mindset in adopting new technology/ analytical tools in structuring and analyzing large datasets using Excel and Google Sheets to drive operational improvements/automation and data-backed decision-making
• Problem Solving: expert in diagnosing complex issues to tackle with data-backed solutions.
• Execution & Agility: High-quality delivery with the flexibility to shift between daily operations and ad-hoc tasks.
• Ownership: High accountability for end-to-end results and cross-functional coordination.
• Communication: Bilingual fluency in English and Vietnamese.
• Domain Knowledge: Preferred to have familiarity with Shopee business flows (specifically Return & Refund, Seller Ops, or Compliance/Fraud)