Job Description

Department Operations
LevelExperienced (Individual Contributor)
LocationSingapore
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

At Shopee, we're redefining our customer journey with AI. We are building an intelligent assistant that not only resolves user issues but also learns and improves through agent feedback and real-world interactions. This means integrating the latest in LLMs, agentic systems, and self-improving AI loops to make customer support scalable, efficient, and truly delightful.

We're looking for a forward-thinking Product Manager who's excited to shape the next-gen AI agent platform: a product that empowers both customers and human agents, and evolves with every conversation.

:

Lead the end-to-end development of chatbot and agent-AI interaction features, from concept to rollout to ongoing iteration Design systems that allow agents to supervise, correct, and train AI models in real time (e.g. feedback loops, annotation workflows, reinforcement learning from human feedback) Collaborate with engineering, data science, operations, and design to ship products that combine Large Language Models (LLMs) and agentic logic with operational scalability Define product metrics, user journeys, and evaluation frameworks to track and improve model quality, deflection rate, and Customer Satisfaction Score (CSAT) impact Build tools for chatbot lifecycle management: training/annotation platforms, intent classification, knowledge integration, and auto-evaluation pipelines Drive alignment across business, ops, and tech teams to deliver AI solutions that balance automation with human judgment Stay updated on the evolving GenAI landscape: prompting strategies, fine-tuning approaches, and multi-agent orchestration, and translate them into product opportunities

Requirements:

Bachelor's degree in Computer Science, Engineering, or a related technical field Equivalent experience in building and scaling AI products is a plus. Experience shipping products powered by LLMs (e.g. GPT, Claude) or conversational AI frameworks Familiarity with agentic system design, prompt orchestration, and the human-in-the-loop paradigm * Strong data orientation: you're comfortable digging into product metrics, model performance dashboards, and user behaviour insights