Operations Specialist - Process Optimization, Control Tower, SPX Express

About Shopee SPX Express

Shopee SPX Express is the logistics arm of Shopee, providing efficient and reliable delivery services to our sellers and buyers. We handle first-mile pickup, sortation, last-mile delivery, and return solutions. By combining technology and seamless processes, SPX Express ensures a superior logistics experience for our customers.

Job Overview:

As an Operational Excellence Specialist for the SPX Express SG local team, you will play a crucial role in ensuring the seamless execution of our end-to-end operational processes. You will monitor KPIs, analyze performance trends, and lead initiatives to address operational challenges. Working closely with cross-functional teams, you will ensure that Shopee’s operational standards are maintained and improved, ultimately enhancing the customer experience.

Key Responsibilities:

Monitor Trends & Analyze Issues:

• Track delivery trends, including investigating stuck or lost parcels and extended lead times.
• Develop comprehensive reports detailing issues and proposing actionable improvement plans.

Establish Processes & Draft SOPs:

• Create and implement new operational processes.
• Draft and circulate standard operating procedures (SOPs) to ensure clarity and alignment across teams.

Resolve Escalations:

• Promptly address and resolve escalated issues such as misdelivered, stuck, lost, or damaged parcels, ensuring minimal disruption to operations.

Test Features & Implement Rollouts:

• Support the testing and rollout of new operational features to enhance overall process efficiency.

Conduct Quality Checks & Improve Processes:

• Perform sample quality checks on operational processes, including delivery proofs.
• Collaborate with relevant teams to drive continuous quality improvement initiatives.

Lead Projects & Execute Tasks:

• Manage and actively participate in mini-projects aimed at boosting operational efficiency and effectiveness.

Qualifications:

• Diploma or Bachelor’s Degree in logistics, business administration, or a related field.
• Working experience in logistics, data or a related area is advantageous.
• Proficiency in MS Excel and SQL, with strong numerical skills to analyze trends and data effectively.
• Excellent organizational and time management abilities, with the capacity to work efficiently under pressure.
• Strong communication and interpersonal skills, with the ability to multitask and maintain accuracy in a fast-paced environment.