Team introduction

User Operation leads the growth initiatives for Lazada e-commerce platform base on the eco-system and operations matrix. Regarding to user profile and data insight, design the user lifecycle and segmentations, building the operations/engagement strategy gather with category and commercial teams to create an scalable marketplace at Indonesia. We are seeking a talented professional who thrives at the intersection of data, product, engineering and marketing.

Job description

1. Being the in-country, subject matter expert for buyer-related risks, with emphasis on account registration, account-take-overs, voucher abuse, reseller abuse, fake/fraud/high-risk orders, and returns/refunds.2. Being the in-country subject matter expert for seller and product-related business risks, with emphasis on counterfeit, scam products, and prohibited and controlled goods.3. Supporting the registration, claims, complaints, and disputes for intellectual property right holders.4. Oversight and execution of buyer, seller, and product risk screening processes while ensuring support of established service levels.5. Developing and executing operational policies and processes for business security operations and dispute management.6. Handling escalations and conducting investigations for incidents.7. Conducting analysis, reporting on performance, and identifying trends.8. Anticipating and escalating issues quickly and efficiently, as necessary to allow proper corrective action/decision.9. Working closely with other functions such as Customer Care (Customer Support, Partner Support, Business Process Outsourcing), e-Commerce Platform (Platform Health, Seller Services, etc.), Commercial (brands), Logistics, Security and Business Security teams, and others to identify and assess risks.10. Conducting product training and communicating changes to stakeholders.11. Executing communications and stakeholder engagement with C-level leadership across ventures and with regional teams.

Job requirements

1. 2-4+ years of business process operations, depending on level considered for.2. Analytics skills (including SQL, advanced Excel, or other analytical tools) with experience using data to create and improve business strategies.3. Strong project management skills, with experience in collaborating with different business functions and key stakeholders.4. Strong communication skills, with experience in involving technical and regional/local venture counterparts, coordinating multiple stakeholders, and reporting to large audiences or senior management.5. Experience in the e-commerce industry a plus.

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