Associate/ Senior Associate - Driver Operations

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

• Operational Performance Tracking: Build and maintain performance monitoring tools (e.g., productivity trackers, QMS dashboards) to assess rider compliance, track trends, and support continuous operational improvements and driver acquisition
• Process Improvement & Efficiency:Identify inefficiencies in driver operations workflows and implement enhancements to improve rider behavior, reduce compliance violations, and strengthen driver retention, this includes monitoring acquisition channel for riders
• Data Optimization: Develop and refine internal data templates to boost agent productivity and minimize manual errors in driver operations daily task
• Cross-Functional Coordination: Manage cross-functional initiatives, such as the Quality Management System (QMS), to improve data accuracy, streamline processes, and enhance collaboration with CS and Fraud teams.
• Rider Support & Satisfaction: Provide direct support to riders through 1:1 engagement, resolving issues, addressing feedback (including from merchant teams), and promoting rider satisfaction and retention.

• At least 1-3 years of working experience in any related operations management background.
• Able to work as an individual and also with the team.
• Independent and flexible to take on new tasks.
• Analytical skill would be an added advantage.
• Familiarity in MS Excel and MS PowerPoint to analyze and translate trends and presentation.
• Having exposure to E-commerce background is a plus point.
• Excellent command of English and the ability to converse fluently in other languages (eg Bahasa Melayu, Mandarin) will be an added advantage.