Opex Lead (Merchant Ops), 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:

Job Description

• Manage the end-to-end merchant onboarding process, ensuring complete documentation, system setup, and timely activation.


• Conduct onboarding and operational training for merchants, covering platform usage, order management, food preparation standards, and operational policies.


• Monitor merchant performance against key SLA metrics, including food preparation time, order acceptance rate, order readiness, and cancellation rate.


• Analyze performance trends, identify gaps, and work closely with merchants to implement corrective actions and improve compliance.


• Handle merchant claims, disputes, and escalations by conducting investigations, coordinating with relevant teams, and ensuring timely resolution within established t turnaround times.


• Maintain accurate records of onboarding, training completion, performance reviews, and claims cases for reporting and audit purposes.


• Collaborate with cross-functional teams to address operational issues, improve merchant experience, and drive continuous process improvements

Requirements:

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Supply Chain, Hospitality, or a related field.


• Minimum 5–8 years of experience in merchant operations, account management, operations excellence, or related roles within e-commerce, food delivery, logistics, or marketplace platforms.


• Proven experience managing merchant onboarding, performance management, SLA monitoring, and claims resolution processes.


• Strong stakeholder management skills with the ability to influence and build relationships with merchants and cross-functional teams.


• Demonstrated experience analyzing operational data, identifying performance gaps, and implementing process improvement initiatives.


• Strong problem-solving and decision-making skills with the ability to handle escalations independently.


• Excellent communication, training, and presentation skills, with experience conducting merchant-facing workshops or training sessions.


•  Proficient in Microsoft Excel/Google Sheets and reporting tools; experience with dashboards and performance tracking is an advantage.


•  Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.


• Experience leading projects, mentoring team members, or driving operational initiatives is preferred.