Project Manager - Experience Strategy

About the Team

• Drive end-to-end experience improvements across buyers, sellers, and frontline workers to support sustainable growth
• Identify key pain points in the logistics journey and lead impactful, scalable solutions
• Improve satisfaction, trust, and operational efficiency through data-driven initiatives
• Strengthen collaboration across teams to deliver a seamless experience for stakeholders

Job Description

Drive End-to-End Experience Improvement

Buyer Experience

Lead and execute initiatives across three core pillars:

• Improve buyers’ perception of Shopee and SPX
• Increase customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Reduce contact rate and customer complaints
• Identify pain points across the logistics journey and propose scalable solutions

Seller Experience

• Enhance seller sentiment and operational expe...