Senior Business Analyst

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:

Shopee’s Regional Marketplace Operations department is constantly solving problems and introducing innovative solutions to improve platform usability and enhance end-user experience for our buyers, sellers, and partners.

Our teams sit at the core of our business and collaborate with various departments to manage end-to-end e-commerce processes and design scalable solutions to create impact across multiple markets. To do so, we deep dive into the fundamentals of each aspect and drive strategic initiatives to sharpen our policy, processes, and features for greater product and operational excellence.

Regional Operations include the teams of Customer Service, Listings, Seller Operations, Returns & Refunds, and Fraud.

• Conduct quantitative/qualitative analysis of pain points/common issues from current regional and local operations
• Drive root cause analysis, and implement key programs and initiatives to drive improvement of user metrics
• Create clear and informative dashboards and visualizations to present data in a visually appealing manner, aiding data-driven decision-making
• Build effective data analysis models and reporting processes based on data, feedback, and benchmarking of industry best practices
• Track and measure the impact of implemented initiatives, providing regular updates on the effectiveness and outcomes of data-driven strategies
• Collaborate with various stakeholders, including product owners, developers, and local operations teams to deliver on user experience projects
• Present findings and recommendations to stakeholders in a clear and concise manner
• Work with other teams to build reliable data pipelines to ensure data quality and accessibility, exploring opportunities for enhancing data management practices

Requirements:

• Professional experience in user-centric roles / organisations with strong analytical and problem-solving skills
• Experience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutions
• Experience/proficiency in SQL/Python
• Ability to generate impactful insights with an in-depth understanding of users’ needs on e-commerce platforms
• Ability to view different aspects of a project from a macro perspective while having an eye for detail
• Ability to communicate and coordinate processes and projects in a clear and succinct manner to internal and external stakeholders
• Ability to thrive in a dynamic and collaborative environment to make an impact and drive business goals