Senior FBS Ops Account Management

About the Role

Senior FBS Ops Account Management at Shopee responsible for leading seller-facing fulfillment operations to ensure smooth inventory flow, operational efficiency, and seller retention.

Responsibilities

• Lead inbound, replenishment, and ASN management to ensure smooth inventory flow and seller compliance.
• Monitor warehouse capacity, operational SLAs, RTS performance, and fulfillment-related KPIs to drive operational efficiency.
• Manage seller operational performance and provide strategic recommendations to improve seller growth, retention, and fulfillment quality.
• Act as the main escalation point for complex seller operational issues and coordinate resolutions with cross-functional teams.
• Drive seller and SKU retention initiatives through performance analysis and proactive account management.
• Prepare and present business reviews, operational reports, and performance insights to sellers and internal stakeholders.
• Lead process improvement projects to optimize operational workflows, seller experience, and cost efficiency.
• Mentor junior team members and support team KPI achievement and operational execution plans.
• Oversee SKU and listing quality to ensure compliance with platform policies and operational standards.
• Manage the full loop of pick-up service operations, including route planning, operational coordination, billing submission, performance tracking, and continuous process improvement.

Qualifications

• Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or related fields.
• >3 years of experience in E-commerce Operations, Fulfillment, Supply Chain, Logistics, Account Management, or related functions.
• Proven experience in stakeholder management and handling seller escalations independently.
• Experience in project management, process improvement, or operational optimization initiatives is preferred.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving mindset with good attention to detail.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in Microsoft Excel, Google Sheets, and reporting/dashboard tools.
• Proficient in both English and Thai.
• Experience with Warehouse Management Systems (WMS) or e-commerce platforms is a plus.