CS SOP & Process Excellence (SPX Express)

Job Description:
Own and maintain CS SOPs, ensuring all processes are up-to-date, accurate, and aligned with current business rules and policies Simplify complex workflows into clear, user-friendly SOPs, decision trees, and agent guidelines to improve resolution consistency Collaborate with cross-functional stakeholders (Ops, QA, Training, Shopee E-Commerce) to gather requirements and ensure SOP alignment with system and policy changes Conduct regular SOP audits to identify gaps, inconsistencies, or outdated content, and proactively drive improvements Analyze agents' performance to identify process gaps and recommend SOP enhancements Support rollout of new initiatives by developing SOPs, playbooks, and communication materials for frontline teams Act as a subject matter expert on CS processes, supporting agents and stakeholders with clarifications and edge-case handling Support automation or tooling initiatives (e.g., knowledge base, chatbot flows, internal tools) to reduce manual de...