Process Intelligence & AI Enablement Specialist - Return & Refund

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:

Role Overview

The Process Intelligence & AI Enablement Specialist is responsible for improving operational processes by developing structured workflows, documentation, and scalable process solutions that enhance efficiency, quality, and consistency. This role supports process excellence, automation opportunities, and technology adoption to help teams operate more effectively.

The Specialist will analyze complex workflows, identify process improvement opportunities, and design practical solutions that support business operations and continuous improvement. The role also partners with cross-functional stakeholders to strengthen process visibility, drive operational effectiveness, and support the responsible adoption of technology and automation solutions.

The ideal candidate has strong process mapping, analytical thinking, and project management skills, with the ability to translate business needs into clear operational solutions. 
 

Key Competencies

1. Process Intelligence - Ability to analyze, structure, and optimize complex operational workflows into scalable business processes.


2. AI & LLM Readiness - Must possess a strong understanding of how AI and LLM systems consume, interpret, and execute structured knowledge and decision logic, including hands-on familiarity with low-code/no-code platforms and AI tools used for workflow automation, knowledge management, and process optimization.


3. Workflow & Systems Thinking - Ability to design interconnected workflows, decision frameworks, and operational ecosystems.


4. Quality & Governance - Strong focus on accuracy, compliance, auditability, and continuous improvement.


5. Data-Driven Decision Making - Ability to leverage operational metrics, audits, and insights to improve processes and AI performance.


6. Cross-Functional Collaboration - Strong stakeholder management skills with the ability to influence across operations, business, and technology teams.


7. Communication & Documentation - Ability to communicate complex concepts clearly through process maps, documentation, presentations, and visual frameworks.

Requirements:

• Bachelor’s degree in a relevant field or equivalent practical experience


• 2–4 years of relevant experience in process improvement, operations, automation, or business process management


• Strong capabilities in process mapping, workflow design, documentation, and analytical problem-solving


• Familiarity with workflow tools, dashboards, reporting, and automation solutions


• Exposure to AI-enabled tools or operational technology is a plus


• Strong written and verbal communication skills


• Experience in e-commerce or similar high-volume operational environments is an advantage