Shopee Video Lead - Listing & Content, MY Marketplace
Salary undisclosed
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Simplified
Department Operations
LevelExperienced (Team Lead)
LocationMalaysia - Kuala Lumpur
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.
Job Description:
- Lead operations activity and help identify issues to take prevention action
- Manage a team of in-house and vendor agents to operationalize videos-related tasks
- Design, develop, and implement initiatives and projects to improve overall videos quality, agent productivity, and user experience
- Be responsible for monitoring and reporting on agent performance in terms of accuracy and consistency
- Prepare reports & keep track of the team performance
- Course correct non-performing metrics and analysts through root cause analysis and solid action planning
- Elevate and escalate red flags to management from a duty-of-care perspective
- Be responsible for the curation of marketplace content, to perform quality check on the legitimacy of the videos
- Cooperate with stakeholders to get insights, risks, consider effects across the company on operations’ standard
- Participate in developing quality inspection standards and continuously optimize the process and system platform
- Review existing KPIs and standardize based on alignment with Regional and local need
- Provide coaching and guidance for subordinates
- Work cross-functionally with internal stakeholders such as Training & QA Team to analyze, report and recommend improvements and implementation to continuously optimize performances and internal collaboration process.
Requirements:
- Minimum 5 years of working experience in leading a content moderation operations team, planning, or strategy role, experience in the e-commerce industry is advantageous.
- Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Google Sheets) experience required
- Ability to develop and present project proposals to management team
- Excellent English language verbal and written communication and interpersonal skills
- Process improvement skill (Lean, Six Sigma green belt certificate is preferred)
- Strong leadership and stakeholder management skills
- Demonstrates complex problems solving skills
- Strong organizational skills and attention to detail
About Shopee
| Size | More than 5000 |
| Industry | Broadline Retail |
| Location | Singapore |
| Founded | 5 February 2015 |
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