Project Operations (Customer Service) (ShopeePay)

About the Role

Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery. Act as PMO for the CS function to drive planning, resource allocation, progress tracking, and risk management.

Responsibilities

• Lead and manage cross-functional customer service projects from initiation to execution.
• Act as PMO for the CS function: project planning, resource allocation, progress tracking, and risk management.
• Ensure delivery of operational metrics to evaluate impact, identify gaps, and recommend continuous improvement actions.
• Collaborate with product, operations, tech, and compliance teams to identify root causes, design scalable solutions, and implement improvements.
• Prepare and present performance reports, root cause analysis, and action plans to stakeholders and management.

Qualifications

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 4+ years of experience in project management, operations, or business transformation roles; exposure to customer service or operations environments is an advantage.
• Proven experience leading cross-functional projects in a fast-paced environment with strong ownership from planning to execution.
• Strong analytical mindset with experience interpreting performance data and driving metrics-based improvements.
• Excellent communication, people management, and conflict resolution skills; good command of English.
• Familiarity with fintech, payments, or digital wallet services is an advantage.
• Strong logical and analytical thinking. SQL and coding skills are a plus (e.g., Google App Script, JavaScript, Python).

Skills / Technical Skills

• Performance reporting, root cause analysis, and metrics-driven improvement.
• SQL and familiarity with scripting/coding (examples given: Google App Script, JavaScript, Python).
• Project management and PMO practices.

Additional Information

• Company: Monee (role title references ShopeePay)
• Work arrangement: onsite
• Employment type: full-time