Deskripsi Pekerjaan
Are you a problem solver with a passion for logistics and stakeholder management? Shopee is looking for a dynamic Operator Engagement Specialist to join our SPX Express team in Jakarta. In this role, you will act as the vital bridge between our operational units and our logistics partners, ensuring that day-to-day operations run smoothly and efficiently.
The ideal candidate is highly analytical, empathetic, and capable of navigating fast-paced operational environments. You will be responsible for maintaining high satisfaction levels among our operators, identifying the root causes of recurring issues, and implementing long-term solutions that enhance our delivery network's performance. If you thrive in a collaborative environment and are driven by data-backed improvements, we want to hear from you.
Tanggung Jawab
- Manage and resolve day-to-day operator inquiries, complaints, and escalations in a professional and timely manner.
- Conduct deep-dive root cause analysis (RCA) to identify recurring operational bottlenecks and system inefficiencies.
- Develop and implement proactive engagement strategies to improve operator satisfaction and retention.
- Collaborate cross-functionally with warehouse, fleet, and technical teams to streamline operational workflows.
- Maintain accurate logs of operator feedback and generate regular reports for leadership to drive policy improvements.
- Monitor key performance indicators (KPIs) related to operator engagement and service quality.
- Conduct regular site visits or virtual syncs to build strong professional relationships with the logistics operator community.
Kualifikasi
- Bachelor’s degree in Business, Logistics, Communications, or a related field.
- Minimum 1-3 years of experience in customer service, operations, or stakeholder management, preferably in logistics or e-commerce.
- Strong analytical skills with proficiency in Microsoft Excel or Google Sheets.
- Exceptional verbal and written communication skills in both Bahasa Indonesia and English.
- Proven ability to stay calm under pressure and handle difficult stakeholder conversations with empathy.
- Detail-oriented mindset with the ability to manage multiple issues simultaneously.
- Experience with data visualization tools (e.g., Tableau, Looker) is a plus.