About the Team

The APAC Ecommerce's Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. We seek to inspire trust by designing and implementing end-to-end governance & experience programmes to enable a thriving international marketplace.

The Japan Service Experience SME and Project Manager is responsible for managing, doing deep root-cause analyses, and resolving high priority policy escalations across the business. You are responsible for resolution success rates. They also build processes and initiate projects to optimise escalation and case management, and also serve as a bridge for feedback on policy implementation and process effectiveness. You are a self-starter, exhibit grace under pressure, and are resourceful in driving cross-functional resolution across a wide range of topics.

Responsibilities

• Investigate and resolve sensitive and critical escalations across content, seller, IPR, and product listing policies. You need to take into account our rules, business impact, and local market as well as regulatory conditions.
• Define, build, implement and manage projects that increase internal-customer experience
• Conduct RCA and identify opportunities in the internal customer experience resolution process and lead efforts to optimize process and product gaps (e.g. identifying product solutions to automate enforcement, increasing productivity with new internal tools).
• Develop escalation recovery plans, monitor auto-routing to ensure the right point-of-contact is documented in our system;
• Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;

Qualifications

Minimum Qualification(s)

• Strong Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues, customer service management and management, policy enforcement, or investigations
• You have a proven record of driving organisational or process changes to resolve gaps; excellent cross-functional project management skills and experience working with international partners.
• Experience in business, financial or statistical analysis (data interpretation is required in this role)
• Strong work ethic, sense of ownership, and ability to work independently in a fast-paced environment.
• Demonstrated ability to navigate successfully within ambiguity, with multiple priorities in a dynamic, fast-paced, changing environment.
• Good written and oral proficiency in English and Chinese (or Japanese) is required for internal communication with stakeholders based in global and Chinese-speaking regions

Preferred Qualification(s)

• Proven experience in data analysis such as SQL