• Take complete ownership of customer and seller service performance metrics, proactively identifying significant challenges that might have negative impacts as well as opportunities to improve across all fronts
• Track all performances metrics’ numbers to keep them in line with strategic targets set by either local or regional leadership
• Collaborate with internal stakeholders on all issues and concerns pertaining to performance, and be the driving force across all departments to solve any and all such issues and concerns
• Actively support operational team leaders and managers by highlighting any significant changes in performance, and working together with them to bring forth initiatives with a positive impact
• Become the owner of all performance reviews in the venture, setting up weekly, biweekly, or monthly review meetings as necessary, forming action plans based on the reviews, and following up on said actionables
• Together with the System and Process team, monitor and improve customer and seller handling and standard operating procedures (SOPs) for better customer and seller experience
• Be the contact focal point for all things related to customer and seller service performance, and be answerable for such topics to both local and regional leadership

Requirements

• Bachelor’s in data related relevant fields (A Master’s degree is preferred)
• Excellent proficiency in MS Office package, focused especially on Excel
• Must be able to handle and work with large data deriving logical conclusions from data 3+ years of experience in a relevant position delivering rigorous, insightful, and actionable analysis
• Exceptional adaptive and organizational skills to manage multiple priorities under tight deadlines with the flexibility to adapt to changing scope and evolving business requirements

Competencies

• Technical
• Analytical
• Communication
• Initiative
• Team Player

Benefits

• International working environment, and a unique opportunity to learn from the best in e-commerce and business growth.
• A platform to learn from Alibaba’s world-leading ecosystem
• Rigorous training and exposure in team management, leadership, business analytics, and operations.
• An opportunity to train the next generation of business leaders
• Competitive salary and incentive package
• Health & Medical insurance