Process Intelligence & AI Enablement Specialist

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:

The Process Intelligence & AI Enablement Specialist is responsible for transforming operational processes, policies, and Standard Operating Procedures (SOPs) into structured, scalable, and AI-ready workflows. This role combines process excellence, low-code/no-code solution design, and AI enablement to ensure business processes can be effectively executed by both human teams and AI-powered systems.
 

The specialist will analyze complex operational workflows, create structured process maps and decision trees, and design knowledge frameworks that support automation, AI assistants, intelligent workflows, and future LLM-based solutions. The role also serves as a key contributor in validating AI outputs, auditing process accuracy, and maintaining governance standards to ensure reliable and compliant AI-assisted operations.
 

The ideal candidate possesses strong process mapping expertise, systems thinking, analytical skills, and a solid understanding of AI technologies, prompt behavior, workflow automation, and human-in-the-loop quality management. 
 

1. Process Mapping & Knowledge Design

• Analyze, document, and optimize operational processes, SOPs, policies, and business rules.


• Convert complex procedures into structured process maps, decision trees, workflow diagrams, and knowledge frameworks.


• Design AI-ready process documentation that can be utilized by automation platforms, AI assistants, and Large Language Models (LLMs).


• Create clear process logic, exception handling paths, and escalation frameworks to improve operational consistency.


• Identify process gaps, ambiguities, risks, and inefficiencies, and recommend improvements.
   

2. Low-Code / No-Code Workflow Development

• Design and maintain workflows using low-code and no-code platforms.


• Build process guidance tools, workflow applications, decision-support systems, and operational knowledge repositories.


• Ensure workflows remain scalable, user-friendly, and aligned with evolving business requirements.


• Collaborate with stakeholders to translate operational requirements into structured digital workflows.
   

3. AI Enablement & LLM Readiness

• Structure operational knowledge and decision logic to support AI-assisted and LLM-driven workflows.


• Develop frameworks that improve AI understanding of business processes, policies, and operational rules.


• Support prompt design, workflow orchestration, and AI knowledge architecture initiatives.


• Partner with business, operations, and technical teams to identify opportunities for AI adoption and intelligent automation.
   

4. AI Quality Assurance & Audit

• Conduct audits and evaluations of AI-generated outputs, recommendations, and workflow decisions.


• Validate AI performance against established SOPs, policies, and business requirements.


• Develop testing methodologies, evaluation criteria, and quality standards for AI-assisted processes.


• Monitor AI accuracy, consistency, hallucination risks, and adherence to operational guidelines.


• Support human-in-the-loop review processes to continuously improve AI performance and reliability.
   

5. Governance, Monitoring & Continuous Improvement

• Establish governance standards for process documentation, workflow design, and AI-enabled solutions.


• Maintain version control and change management processes for SOPs, workflows, and AI knowledge assets.


• Track operational and AI performance metrics, including accuracy, compliance, cycle time, adoption, and quality outcomes.


• Produce reports, dashboards, and insights that communicate process effectiveness and AI performance to leadership.


• Drive continuous improvement initiatives through data analysis, stakeholder feedback, and operational audits.
   

6. Stakeholder Collaboration

• Partner with Operations, QA, Training, Product, Policy, and Technology teams to ensure process alignment.


• Facilitate process discovery workshops and requirement-gathering sessions.


• Support onboarding, training, and adoption of workflow tools and AI-enabled solutions.


• Act as a subject matter expert on process intelligence, workflow optimization, and AI-enabled operations.

Requirements:

Key Competencies

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


• AI & LLM Readiness - Understanding of how AI systems consume, interpret, and execute structured knowledge and decision logic.


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


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


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


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


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

Required Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Engineering, Data Science, Business Analytics, Industrial Engineering, or a related field, or equivalent practical experience.


• Minimum of 2–4 years of experience in Process Excellence, Business Process Management, Operations Excellence, Automation, Knowledge Management, or related disciplines.


• Strong experience creating process maps, workflow diagrams, decision trees, and operational documentation.


• Hands-on experience with low-code/no-code platforms, workflow tools, or business process management solutions.


• Familiarity with AI technologies, LLMs, prompt engineering concepts, or AI-assisted workflows.


• Strong analytical, problem-solving, and systems-thinking skills.


• Excellent written, visual, and verbal communication skills.


• Ability to simplify complex operational processes while maintaining accuracy and compliance.


• Experience in e-commerce, logistics, customer support, returns and refunds, trust and safety, or operational excellence environments.


• Experience working with AI-enabled products, conversational AI, knowledge systems, or intelligent automation solutions.


• Familiarity with prompt engineering, AI evaluation frameworks, model testing, annotation workflows, or AI quality assurance methodologies.


• Experience building dashboards, reports, and executive presentations.


• Exposure to AI governance, model monitoring, or responsible AI practices.