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Operations Lead

5 meses atrás

Sao Paulo, Brasil Shopee Tempo inteiro

DepartmentOperations- LevelExperienced (Team Lead)- LocationBrazil - São PauloThe 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.

**About the Team**:

- Responsável por desenvolver e garantir a excelência operacional no atendimento a compradores e vendedores, com foco no processo de Devolução & Reembolso. Responsável pela implementação eficiente de projetos estratégicos e pela otimização de processos operacionais (e.g. definição de políticas com base na análise do perfil do cliente, implementação de modelos para decisões automatizadas, otimização da alocação de recursos, etc.).- Exercer o papel de PMO na liderança de equipes e projetos relacionados à área de Retorno e Devolução, tanto internamente como em projetos interdepartamentais;
- Liderar o time na identificação e mapeamento dos processos, levantando oportunidades e plano de melhorias;
- Realizar a gestão de custos e indicadores operacionais para otimizar a experiência de compradores e vendedores;
- Coordenar a definição e otimização de políticas de Retorno e Devolução com base na análise do perfil do cliente;
- Liderar a implementação de modelos para decisões automatizadas e para a otimização da alocação de recursos;
- Desenvolver as demais lideranças que compõem a área de Retorno e Devolução;
- Aprimorar e monitorar indicadores operacionais e financeiros relacionados à área de operações (foco no processo de Retorno e Devolução), atuando no plano de ação para corrigir eventuais desvios.

**Requirements**:

- Graduação completa;
- Inglês avançado;
- Experiência na gestão de P&L e em consultoria é um diferencial;
- Experiência em gestão de processos e projetos, excelência operacional.