PMO CX improvement - WH Network, Scommerce

About the Role

Join Shopee Thailand’s Warehouse Strategy & Projects team as Inventory Management & Clearance. In this role, you will maintain the health of warehouse inventory and capacity which is crucial to the growth of all fulfillment businesses. You will set inventory governance framework, decide what to offboard from warehouse, and orchestrate clearance/migration initiatives with cross-functional teams.

Responsibilities

• Monitor & diagnose: Proactively track warehouse health metrics (e.g. on time handover, cancellation, return/refund, inventory accuracy) and seller/buyer cases; derive insights and feedback to Ops/Commercial with clear action plan.
• Analyze & report: Produce recurring management reports highlighting trends, root cause, owners, and next steps.
• Escalation handling: Act as the primary bridge between Commercial and Warehouse operations to handle escalated cases, investigate root cause, resolve cases, and prevent recurrences.
• Compensation governance: Co-design seller/buyer compensation framework with Commercial to ensure fairness, consistency, and budget control.
• Retention and reactivation: Analyze seller churn/retention factors and coordinate with related teams on retention/reactivation plans.
• CX improvements PMO: Drive seller experience improvement initiatives and other buyer-facing initiatives with cross-functional teams.
• Key KPIs: seller/buyer case per order, case backlogs, seller churn, warehouse health vs sellers.

Qualifications

• 3-7 years of experience in project-based roles across tech, e-commerce, operations, supply chain.
• Strong analytical and problem-solving skills with the ability to interpret information and translate it into action.
• Strong stakeholder coordination skills across office and ground teams.
• Service minded and high empathy to handle issues/complaints.
• Willing to visit warehouses and collaborate with ground teams.
• Proficient in English communication; the team is highly international.