Project Manager - Experience Strategy

2.8

Job Type   /   Job Level

Full-time   /   Senior Executive

Company Location

Philippines

About The Team

Drive end-to-end experience improvements across buyers, sellers, and frontline workers to support sustainable growth
Identify key pain points in the logistics journey and lead impactful, scalable solutions
Improve satisfaction, trust, and operational efficiency through data-driven initiatives
Strengthen collaboration across teams to deliver a seamless experience for stakeholders

Job Description

Drive End-to-End Experience Improvement

Buyer Experience

Lead and execute initiatives across three core pillars:

Improve buyers’ perception of Shopee and SPX
Increase customer satisfaction (CSAT) and Net Promoter Score (NPS)
Reduce contact rate and customer complaints
Identify pain points across the logistics journey and propose scalable solutions

Seller Experience

Enhance seller sentiment and operational experience with SPX
Improve pickup success rate and overall parcel handling
Drive initiatives to ensure fair and transparent parcel charging
Reduce parcel loss and improve claim resolution processes
Collaborate with stakeholders to strengthen trust and communication with sellers

Worker Experience

Improve the working experience of frontline teams, including backroom staff, truck drivers, and delivery riders
Identify operational inefficiencies and design process improvements
Drive initiatives to enhance engagement, productivity, and retention

Project Management & Execution

Initiate, prioritize, and drive experience-related projects from problem identification to implementation
Define success metrics and track impact of initiatives
Use data and customer insights to guide decision-making
Present findings and recommendations to senior stakeholders

Cross-Functional Collaboration

Work closely with Logistics, Customer Service, Operations, and other internal teams to improve key experience and operational metrics
Align stakeholders and drive accountability to ensure successful project delivery

Continuous Improvement & Innovation

Proactively identify improvement opportunities through data, feedback, and market benchmarking
Foster a culture of customer-centric thinking and continuous improvement within the team

Requirements

Bachelor's Degree in Business, Management, Finance, Economics, Statistics, Engineering or equivalent
Strong SQL / data skill
At least 2 years experience in Project Management, preferably in the E-commerce or logistics industry (not a must)
Solid organizational skills including attention to detail and ability to prioritize across multiple objects
Must be willing to station in Podium, Pasig office

Jobs in Philippines » Jobs in Manila, National Capital Region, Philippines » Project Manager - Experience Strategy

More jobs