Knowledge Management Supervisor - Return Refund, Operations (Yogyakarta)

Shopee

Indonesia, Yogyakarta

5-7 Years

This job is no longer accepting applications

Posted 2 months ago

Job Description

Job Description:

Lead the Knowledge team (SOP Creators and Trainers), managing BAU and ad-hoc task allocations to ensure efficiency and resource optimization.
Proactively identify process bottlenecks, standardize workflows, and streamline the SOP creation cycle to enhance efficiency.
Manage all KMS OKRs (productivity, SOP usage, training timeline, SLA deliverable, etc.), tracking performance and driving initiatives to ensure metric achievement.
Analyze feedback from stakeholders, review SOP logic tree or deliverable for optimal structure and clarity, and optimize the agent's knowledge retrieval and quality judgment.
Monitor all RR SOP usage, analyze efficacy, and review/validate all KMS deliverables (draft SOPs, training materials) to ensure high quality, compliance, and up-to-date information.
Lead collaborations, calibrations, and continuous alignment with relevant internal and external stakeholders (e.g., regional teams, Operations, project teams).
Evaluate training processes and quizzes based on performance data and feedback, and track the post-training development and performance of new hires

Requirements:

Bachelor's degree in a STEM field is preferred
Minimum 5 years total experience, with 2 years leading a team in Operations, Quality, Process Improvement or Project Management
Proven experience creating, managing and optimizing SOPs with a focus on User Centric approach, along with experience in training material creation and delivery
Strong data analysis proficiency to identify gaps and translate insight into action familiar with improvement tools (e.g 5 Whys, PDCA, LEAN) and preparing weekly metric reports
Demonstrated ability to perform root cause analysis and drive cross functional process improvements with minimum supervision

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 140848175

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