Department Operations
LevelExperienced (Team Lead)
LocationPhilippines - Manila
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.
About the Team:
We’re looking for a detail-oriented Backend Logistics Specialists to help manage logistics-related escalations. This includes checking delivery issues raised by customers, reviewing rider proof of attempts, and investigating operational delays across our logistics network—from hubs and sorting centers to drop-off partners. You’ll coordinate with internal teams to ensure fair resolutions and help enforce performance standards.
Job Description:
Review customer complaints and validate rider delivery attempts using photos, system logs, and timestamps.
Investigate delays or issues at key logistics points like sorting centers, drop-off partners, and hubs.
Coordinate with Rider Operations, Facilities, and Customer Service teams to resolve and close cases.
Document findings clearly and apply appropriate sanctions or corrective actions.
Spot recurring issues and raise process gaps or improvements for investigation and follow-up.
Ensure resolution within service levels and productivity requirements are met consistently.
Requirements:
Educational Background & Certifications Requirement
Fresh graduates or entry-level candidates with strong attention to detail are welcome
Fresh graduates or entry-level candidates with strong attention to detail are welcome
Knowledge and Skills
Clear communicator and team player, especially in cross-functional coordination.
Analytical mindset with a fair and objective approach to investigations.
Comfortable using spreadsheets, dashboards, and case management tools.
***Good command of English Language (for synthesizing/ creating case summaries)