Governance PMO (User Experience & Platform Integrity), Shopee

Role Overview

This role sits at the center of platform governance, driving initiatives that ensure a safe, trustworthy, and seamless buyer experience across the ecosystem. Rather than focusing purely on risk mitigation, this role translates user behavior, content quality, and platform risks into experience-driven governance strategies, balancing growth, trust, and operational efficiency.

Job Description

Data Analysis & Insight Generation:

• Analyze user behavior, content quality, and platform risks to identify experience gaps and root causes
• Develop analysis to quantify:
• Impact of unwanted poor performing actions from sellers/creators side on buyer trust & retention
• Trade-offs between control strictness vs growth
• Identify trends and emerging patterns to enable proactive governance
• Translate data into clear, actionable insights
• Research competitor and industry practice and adapt into scalable solutions

Experience-Focused Problem Solving

• Reframe platform issues (fraud, poor listings, low quality content) into buyer experience problems, not just policy violations
• Design and propose solutions such as:
• Preventive controls (early warning systems, nudges, guardrails)
• Detection improvements (data models, signals)
• Experience recovery mechanisms (faster resolution, reduced friction)
• Continuously evaluate whether controls improve or hurt user experience

Project Management & Execution

• Lead end-to-end governance initiatives across domains (Fraud, Listing Quality, Seller Ops, Risk, Product)
• Drive project planning, cross-functional alignment & execution tracking
• Ensure initiatives deliver measurable improvements in: Buyer experience, platform trust & safety & operational efficiency

Requirements

• Bachelor’s degree or equivalent
• 2–4+ years of experience in consulting, e-commerce, operations, or strategy roles
• Strong analytical thinking with ability to translate data into business and user insights
• Proven experience in project management and cross-functional stakeholder management
• Strong problem-solving skills with a structured approach (hypothesis-driven, data-backed)
• Excellent communication and presentation skills
• Proactive, ownership-driven mindset with ability to operate in a fast-paced environment