Project Manager – Experience Strategy

About the role

The Project Manager – Experience Strategy will lead end‑to‑end experience improvements for buyers, sellers and frontline workers within Shopee’s logistics ecosystem. The role focuses on identifying pain points, designing data‑driven solutions and collaborating across logistics, customer service and operations to boost satisfaction, trust and efficiency.

Key responsibilities

• Identify and prioritize pain points across the logistics journey for buyers, sellers and frontline workers.
• Design and execute scalable initiatives to improve buyer CSAT and NPS, reduce contact rates and complaints.
• Enhance seller experience by increasing pickup success, improving parcel handling, ensuring transparent charging and reducing loss.
• Drive process improvements for frontline teams, targeting operational inefficiencies, engagement and retention.
• Define success metrics, track impact and present findings to senior stakeholders.
• Coordinate cross‑functional teams (Logistics, Customer Service, Operations) to ensure accountability and timely delivery.
• Continuously monitor data, feedback and market benchmarks to propose new improvement opportunities.

Required profile

• Bachelor’s degree in Business, Management, Finance, Economics, Statistics, Engineering or related field.
• Minimum 2 years of project‑management experience, preferably in e‑commerce or logistics.
• Strong analytical mindset with ability to work with large data sets.
• Excellent organizational skills, attention to detail and ability to manage multiple priorities.
• Willingness to work onsite at the Podium, Pasig office.

Required skills

• SQL for data extraction and analysis.