Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery.
Act as PMO for CS function, including project planning, resource allocation, progress tracking, and risk management.
Ensure delivery of operational metrics to evaluate impact, identify gaps, and recommend continuous improvement actions.
Collaborate cross-functionally with product, operations, tech, and compliance teams to identify root causes, design scalable solutions, and implement sustainable improvements.
Prepare and present performance reports, root cause analysis, and action plans to stakeholders and management.

Requirements

Bachelor's or Master's degree in Business, Operations, or a related field.
4+ years of experience in project management, operations, or business transformation roles; exposure to customer service or operations environments is an advantage but not mandatory.
Proven experience in leading cross-functional projects in a fast-paced environment, with strong ownership from planning to execution.
Strong analytical mindset with experience in interpreting performance data and driving metrics-based improvements.
Excellent communication, people management, and conflict resolution skills with good command of English.
Familiarity with fintech, payments, or digital wallet services is an advantage.
Strong logical and analytical thinking
SQL and coding skills are a plus e.g. Google App Script, JavaScript, Python etc.
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Project Operations (Customer Service) (ShopeePay)