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DepartmentProduct Management
LevelExperienced (Individual Contributor)
LocationVietnam - Ho Chi Minh City
The Product Management team at Shopee is the key focal point between the business, engineering and design teams. The team is responsible for implementing strategy, road maps and features, while adhering to business goals. It covers all functions including but not limited to Financial Services, Supply Chain, Search, Recommendation, Advertising, Order, Promotion, User, Anti-Fraud, Seller Service. Join us to own a product that is impacting millions of lives in Southeast Asia and Taiwan.
Job Description:
- Support Function:
- Respond to system inquiries and troubleshoot reported issues, provide ongoing technical and user support in a timely manner
- Perform UAT for new features and follow bug fixes (if any)
- Train users on supported systems and provide process/system support, develop and maintain functional user documentation
- Become a subject matter expert on one or more system applications
- Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
- Track system issues and enhancement requests for review and resolution by technical teams.
- Follow the issues with the regional development team to ensure hotfixes and faster-scheduled fixes.
2. Project Function:
- Communicate with customers to understand their pain points and suggest practical solutions.
- Analyze business requirements/processes for project input.
- Assist with the rollout of the new system including the execution of testing, and training tasks
- Aid in creating and maintaining standard operating procedures, workflow diagrams, and training materials.
- Communicate effectively across teams to meet project timelines and deliverables
Requirements:
- Good communication skills (verbal and written).
- Multi-task management skills with good prioritization techniques.
- Fast learning skills with the ability to memorize and understand the logic.
- Empathy with user pain points.
- Ability to de-escalating problems.
- Ready to support users even at night or on the weekend if important issues occur.
