Project Operations (Customer Service) (ShopeePay)

Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery. Act as PMO for CS function, including project planning, resource allocation, progress tracking, and risk management. Ensure delivery of operational metrics to evaluate impact, identify gaps, and recommend continuous improvement actions. Collaborate cross-functionally with product, op