Merchant Operations Lead, SPX Express

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:

Key Responsibilities:

• - Lead end-to-end merchant operations, including onboarding, activation, performance management, and retention


• - Develop and implement strategies to improve merchant quality, availability, and service levels


• - Analyze operational data to identify gaps, inefficiencies, and growth opportunities


• - Design and optimize workflows, SOPs, and tools to improve operational efficiency and scalability


• - Collaborate cross-functionally with product, sales, marketing, and customer support teams


• - Manage and mentor a team of operations specialists or associates


• - Drive initiatives to improve merchant engagement, satisfaction, and long-term retention


• - Monitor key performance indicators (KPIs) and ensure targets are consistently met or exceeded


• - Lead vendor/partner communications and resolve escalations effectively


• - Identify automation opportunities and work with tech teams to implement solutions

Requirements:

Qualifications:

• - Bachelor’s degree in Industrial Engineering, Business Administration, Operations Management, or a related field


• - 5–7 years of relevant experience in merchant operations, vendor management, or seller operations


• - Prior experience in e-commerce, logistics, or on-demand platforms is strongly preferred


• - Proven track record of managing and improving operational processes at scale


• - Strong analytical skills with experience in data-driven decision-making


• - Experience managing teams and driving performance in a fast-paced environment


• - Excellent stakeholder management and communication skills


• - Proficiency in tools such as Excel/Google Sheets; familiarity with SQL or data visualization tools is a plus

Preferred Background:

• Experience working in high-growth environments such as food delivery, ride-hailing, or marketplace platforms


• Familiarity with merchant lifecycle management and marketplace dynamics


• Exposure to process improvement methodologies (e.g., Lean, Six Sigma) is an advantage

Key Competencies:

• Strategic thinking with strong execution capability


• Problem-solving and process optimization mindset


• Leadership and team development


• Adaptability in a dynamic, fast-paced environment


• Strong sense of ownership and accountability