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Shopee

Knowledge Management - Operations, SG Marketplace

Shopee
Malaysia, Kuala Lumpur
1-5 Years
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Job Description

Job Description:

  • Knowledge Base Management
    • Design, implement and track Knowledge Base Management curriculum - work with functional PIC and adhere to governance process to ensure the information/knowledge are based on Shopee standard of business/operational/technology requirement, perform analysis on KM programs for accuracy, accessibility and relevance.
    • Support Regional system optimization related initiatives/projects i.e Migration KB from google sites to Inhouse system.
  • SOP Assistant Management in Inhouse System
    • Work with cross-functional teams to review and revise existing SOPs to improve efficiency and effectiveness.
    • Draw end to end SOP Flow for each reason code and include required system, manual and action nodes in diagram.io.
    • Set up SOP Assistant in Task Flow Editor according to the pre-drawn SOP Flow or in Google Site.
    • Work on SOP Assistant improvement based on user's feedback (users are CS Call Chat & Email agents).
    • Identify system nodes required in any SOP Flow to enhance SOP Assistant by having it automates information retrieval from relevant portals.
    • Raise system nodes creation request to devs team for future usage in SOP Flow.
    • Work with BO to update respective SOP Flow based on most recent update and make set up adjustment in TFE or Google Site.
    • Setup and review macros (Task Draft, Task Email Draft, Email Draft, Chat Quick Text and Internal Note) in IHS for SOP Assistant usage.
  • Help Center Articles and Seller Center Articles Management
    • To review and manage both platform articles are clear and concise information to address common questions, issues, and concerns that users might encounter.
    • Review user feedback and enhance the articles to improve user experience as part of the deflection strategy.
  • Drive continuous improvement program, Identify and implement improvement opportunities to alleviate quality, efficiencies and approach to the KM framework.
  • Drive adoption of the KM/SOPA and continually review user feedback and system performance for improvement.
  • Monitor, report and analyze both Bugs and user satisfaction results across platforms.
  • Provide management level reporting.

Requirements:

  • Minimum 1-5 years of work experience in a similar role with a successful implementation KM track record, preferably in a fast pace multinational setting.
  • Strong knowledge or implementation experiences in KM, Information management including document management, taxonomy, metadata management, portal content management system and search technology.
  • Strong communication skills in English (verbal and written).
  • Establish a coherent course of action to achieve goals and communicate the corresponding plans and results clearly.
  • Equipped with good people-oriented engagement, planning and coordination, facilitating and training, monitoring and reporting and driving continuous improvement.
  • Good team player with positive attitude and strong sense of integrity and responsibility.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Knowledge Management
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 138869387

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Last Updated: 14-01-2026 06:35:32 PM
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