Operations -CX & Seller Operations (Data Analyst)
Poland
Launched in 2015, Shopee is the leading e-commerce platform in Southeast Asia and Taiwan serving millions of users everyday. We provide consumers an easy, secure, fast, and enjoyable online shopping experience. Come and make history with us! https://careers.shopee.pl/
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 and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Returns & Refunds, Customer Experience, Logistics and Fraud. Browse our Operations team openings to see how you can make an impact with us.
What does our Customer Experience & Seller Operations team do?
Customer Experience is the sum of all customer experiences, emotions and experiences related to a given product brand or company. The CX team aims to develop and implement appropriate tools and processes to better understand customers - both buyers and sellers on the Shopee platform. Seller Operations concern the full spectrum of activities relating to the quality of order shipping processes and customer service provided by sellers. Our role is to understand sellers’ operational pain points, identify process and product improvements and collaborate with internal stakeholders to implement them.
CX & Seller Operations | Data Analyst
Responsibilities:
- Work with large data sets to distill insights into sellers’ and buyers’ behavior using advanced data analytics tools (SQL, Python, R etc). Setup and maintain regular operational performance reports across all operational functions
- Review seller performance according to internal policies
- Support other arms within and outside of Customer Experience and Seller Operations team for ad hoc data pulling
- Develop reporting schemes covering various aspects of customer experience and sellers’ operational excellence
- Conduct deep-dive analysis to better understand sellers ship out, cancelation, return & refund and other aspects of operational performance
- Conduct performance analysis into policies, tools and initiatives to identify learnings that can be adapted to our users.
- Communicate ideas and findings in a logical and structured manner to management
Requirements:
- Master’s degree or equivalent in finance, statistics, economics, mathematics, computer science or similar discipline
- 2-6 years of professional experience in consulting, data analytics, customer experience related analytical functions.
- Analytical mindset including distinctive problem solving skills, multitasking abilities, attention to details and intellectual curiosity with openness to work with people from various teams
- Practical knowledge of SQL; Additionally nice to have: VBA/Javascript, Python, R or other comparable data analytics software
- Proficiency in MS Excel and MS PowerPoint or Google-suite equivalents
- Ability to synthesize information and draw conclusions from dispersed data
- Strong ability to learn and navigate ambiguity.
- Self-motivated with a “can-do attitude”; proactive in finding better ways to get things done, and exhibits strong ownership of work. Our culture is fast-paced and impact-focused.
- Excellent written and spoken communication skills to engage with internal stakeholders on various organizational levels.
- Fluency in English to work in an international environment
What we offer?
- You will have the unique opportunity to build a big organization from scratch, contribute to the strategy and make a real difference.
- You will join a multicultural team of top market experts, who bring their best ideas and effort to shape the future of e-commerce industry in Poland.
- Your work will be challenging, requiring going out of your comfort zone, extremely rewarding and exciting. You will have a chance to bring your ideas to life and achieve huge results.
- At Shopee you will take ownership, do things that matter, make an impact and grow.
- In exchange for your work and commitment you can expect a supporting, vibrant, international work culture and strongly competitive compensation package.
* Salary range is an estimate based on our AI, ML, Data Science Salary Index 💰
Tags: Computer Science Consulting CX Data Analytics E-commerce Economics Excel Finance JavaScript KPIs Mathematics Python R SQL Statistics
Perks/benefits: Competitive pay
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