About Team

The Performance Enhancement Team monitors, analyzes, and improves three core operational KPIs related to seller performance:

• Order Shipment Delay
• Order Cancellation & Out-of-Stock
• Seller-Fault Returns

The team runs and optimizes multiple SOPs (Standard Operational Procedures), identifies high-risk sellers daily, performs deep root-cause analysis, collaborates with stakeholders, and supports product and BI teams by providing requirements and BRDs. The ultimate goal is to build a unified, accurate, and scalable operational framework for evaluating seller performance across the platform.

Key Responsibilities

• Monitor daily performance metrics (delay, cancellation, returns) and identify trends
• Perform root-cause analysis on KPI fluctuations and determine whether actions are within team control or should be escalated
• Identify and follow up with high-risk sellers through multiple channels (Key Account referral, contact center, ticketing, etc.)
• Run SOPs related to delay, cancellation, returns, and report outputs for decision-making
• Communicate with sellers to investigate operational issues and gather qualitative insights
• Extract insights from seller interactions and propose automation opportunities
• Collaborate with Product, BI, and operational stakeholders; gather requirements and draft BRDs
• Support the design of preventive communication journeys during promotional periods
• Monitor impacts of operational actions and provide continuous performance feedback
• Simplify complex operational or analytical findings for non-technical stakeholders

Job Requirements

• Strong skills in Python, Excel, and Power BI for data processing and visualization
• Ability to perform root-cause analysis and deep problem-solving
• Understanding of operational flows, process mapping, and basic flowcharting
• Familiarity with Design Thinking principles for process redesign (preferred)
• Excellent communication skills for interacting with sellers and cross-functional teams
• Ability to translate discussions into clear, actionable steps
• Experience in explaining analytical concepts to non-data audiences
• Critical thinking, structured problem-solving, and high attention to detail
• Bachelor's degree is not a strict requirement; the role prioritizes skills, adaptability, and interpersonal abilities
• Experience with operational workflows or logistics is a strong plus