Listing Supervisor (Shopee)

1. Core Operations (QA, Appeals & Category Management)

• QA Leadership: Oversee and scale Quality Assurance (QA) activities. Monitor and evaluate listing accuracy to ensure all product data complies strictly with marketplace policies, quality standards, and platform guidelines.
• Appeals Management: Lead the appeals team to efficiently resolve seller disputes and escalations regarding rejected or flagged listings. Maintain a delicate balance between strict policy enforcement and ensuring a fair, excellent seller experience while optimizing turnaround times.
• Category Management: Maintain, manage, and optimize the product catalog structure, product taxonomy, category mapping, and backend Ops configuration to ensure an accurate, highly discoverable catalog and seamless user navigation.

2. People, HC & KPI Management

• Team Leadership & Mentorship: Mentor, coach, and align a diverse team of QA analysts and operations specialists. Act as a consultant to provide clear operational guidelines, resolve day-to-day issues, and drive overall team performance.
• Headcount (HC) & Resource Management: Effectively manage team capacity, HC planning, and task allocation to ensure scalable and efficient operations.
• KPI Ownership: Define, monitor, and take full ownership of core operational KPIs, including QA accuracy rates, appeal SLA turnaround times, and category mapping precision.

3. Project Management & Stakeholder Alignment

• Cross-Functional Alignment: Act as the primary bridge between Operations and cross-functional partners (Product, Tech, Legal, Customer Support, and Commercial). Skillfully align conditions, negotiate requirements, and manage expectations effectively.
• Project Leadership: Demonstrate strong project management capabilities to lead operational projects from end-to-end, ensuring timely and impactful delivery.

4. Data-Driven Decision Making & Process Optimization

• Data Investigation & New Initiatives: Deep-dive into operational metrics, fraud trends, and error rates to investigate business impacts. Perform root-cause analysis and convert data insights into actionable strategies, preventative measures, and new operational initiatives.
• Process Optimization: Identify operational bottlenecks across sub-teams and implement scalable, data-driven workflows.

• Education: Bachelor’s degree in Business Administration, Data Analytics, or other related fields.
• Experience: 1-3 years of experience in e-commerce operations, listing quality, content moderation, QA, risk operations, IPR enforcement, or platform governance. (Experience managing team leads or operational teams is highly preferred).
• Ownership & Work Ethic: High ownership mindset with the proven ability to work independently, prioritize effectively, and drive results under pressure in a fast-paced environment.
• Project Management & Alignment: Strong project management skills with excellent capability to align conditions, communicate, and collaborate with cross-functional teams.
• Data & Technical Proficiency:
  • Strong Excel/Google Sheets: Advanced proficiency (complex formulas, pivot tables, data manipulation).
  • Mid-SQL Skills: Solid ability to write SQL queries for data extraction, manipulation, and operational analysis.
  • Strong analytical skills to interpret data, identify trends, and perform root-cause analysis.
• Language Skills: Good command of English (both written and verbal) for effective communication and regional stakeholder management.
• Leadership & Mentoring: Proven ability to coach, develop, and guide team members. Capable of setting operational directions and being a reliable consultant for the team.
• Problem Solving & Decision Making: Strong decision-making ability, especially in complex, sensitive, high-risk, or ambiguous cases.
• Operational Acumen: Good understanding of operational management, QA frameworks, SOP design, escalation handling, policy enforcement, compliance control, audit readiness, and risk management.