- Manage onboarding and offboarding for specific seller segments (PS/ PS+/ Mall)
- Handle daily penalty operations related to orders and financial transactions, including seller appeals
- Test new features before launch (UAT), evaluate features from seller experience and policy perspectives and work with teams to fix/enhance, recommend launch timing based on readiness, impact and risk
- Identify process gaps and improve workflows
- Handle escalations from internal teams
- Track performance and deliver reports/analysis
Metrics / KPI
- SLA/OLA Compliance: Ensure all appeals and onboarding requests are processed within the agreed timeline.
- Crisis Case Resolution: Effectively manage and resolve high-priority escalation queues to minimize business impact.
- Accuracy Rate: Maintain high precision in penalty validation and PS/PS+ whitelisting to ensure fairness.
Requirements
- 2+ years of experience in e-commerce operations, compliance or process improvement.
- Applied systematic thinking to analyze and optimize end-to-end processes for consistency and efficiency
- Proficient in Excel or Google Sheets for BAU task execution and performance reports.
- Excellent communication and stakeholder alignment skills to work effectively across cross-functional teams.
- Experience in UAT and feature feedback consolidation is preferred.
