Project Operations (AI Automation) (ShopeePay)

Role Overview

Own and manage end-to-end customer service operations, ensuring service quality, operational efficiency, SLA compliance, and customer satisfaction. Proactively identify service gaps, operational inefficiencies, and customer pain points; drive improvement initiatives to enhance customer experience and operational effectiveness.

What You Will Do

Apply analytical techniques to evaluate contact volume, service performance, customer behavior, and root causes; translate complex data into actionable insights to support operational and strategic decision-making. Design, build, and maintain automation tools, dashboards, and operational reports to improve monitoring capabilities, streamline workflows, and reduce manual workload.

Why It Might Be a Fit

Customer-oriented mindset with good communication and interpersonal skills; good command of English. Proficient in data handling and analysis, with experience or a strong interest in process improvement and automation.

Requirements

• Bachelor’s or Master’s degree in Engineering, Business Administration, or any related field.
• Ability to work effectively in fast-paced, complex environments with strong analytical and problem-solving skills.
• Detail-oriented, well-organized, and able to work collaboratively with cross-functional teams.
• Customer-oriented mindset with good communication and interpersonal skills; good command of English.
• Proficient in data handling and analysis, with experience or a strong interest in process improvement and automation;
• SQL and coding or scripting experience (e.g., Google Apps Script, JavaScript, Python) is a plus.
• Strong interest in customer experience, AI, automation, customer service technologies, or FinTech operations.
• Experience or familiarity with CRM systems, contact center operations, workforce management, or quality assurance is a plus.