Job Description

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• Monitor the platform to ensure the quality and the legitimacy of the listings, particularly in tackling Prohibited Listings on the platform
• Be responsible for monitoring and reporting on agent performance in terms of accuracy and consistency
• Identify the parameters to track performance and create monitoring criteria as well as tracking dashboards & reports to present to the management
• Elevate and escalate red flags to management from a duty-of-care perspective
• Work with cross-functional teams to execute listing-related inquiries
• Respond to emergencies such as government escalation, social media breaches, etc. Identify issues and take preventive action
• Manages a team of in-house and vendor agents to operationalize listings-related tasks
• Oversee, mentor, and develop Listing QC team to enhance productivity and maintain high quality, promoting outstanding user experiences.
• Works closely with the quality assurance team. To conduct agent performance evaluations, and provide coaching and guidance for subordinates
• Identify operational gaps, express concerns, collaborate with the manager and relevant teams to actively improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience

• Minimum 3 years of working experience in leading a content moderation operations team, planning, or strategy role, experience in the e-commerce industry is advantageous
• Strong sense of ownership on given tasks
• Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Google Sheets) experience required
• Ability to develop and present project proposals to the management team
• Excellent English language verbal and written communication and interpersonal skills
• Strong leadership and stakeholder management skills
• Demonstrates complex problem-solving skills
• Strong organizational skills and attention to detail
• Able to deliver quality work under tight deadline

Shopee