Senior Manager, Business Operations

As a senior business operations role, you will be pivotal in accelerating our product innovation flywheel, elevating the existing reverse experience, and identifying new opportunities. Your primary focus will be to bring a hassle-free reverse(including cancellation,return, and refund) experience for SEA customers (both buyers and sellers), ensuring customers can find the solution in the post-purchase flow when faced with issues in every situation.

Responsibilities:

-The ideal candidate thrives in ambiguity, enjoys complex problem-solving, gets into the details, and can balance bias for action with long-term strategic thinking.

-Gather insight by checking feedback, analyzing the NPS report, conducting user interviews, etc.

-Turn the insight and ideas into reasonable solutions by conducting a feasibility study, BRD writing, and assisting PD team on requests prioritization.

-Partner with PD and Tech team to deliver the features, including the UAT management, training related groups, and aligning with stakeholders.

-Monitor the data by following up on the dashboard building, conducting AB testing, and monitoring the performance.

-Work closely with the Marketing team to publicize the reverse service as one of the USPs of Lazada.

Requirements/Qualifications(must have):

-7+ years experience in business operation, business analysis, consulting, or related industry, top tech company experience is a plus

-Experience in using SQL or other analytical tools, experience in using data and metrics to drive improvements

-Experience with conducting analysis, robust quantitative and qualitative reasoning skills, and strong logic and critical thinking abilities

-Excellent communication skills, fluent in English

-Result-oriented, self-starting, and possesses a strong sense of ownership

Requirements/Qualifications(good to have):

-Experience with after-sales domain, customer care domain, or trade flow.

-Proficiency in Bahasa Melayu, Bahasa Indonesia or Thai is not a must but preferred.