Business Product Management (ShopeePay)

About The TeamThe Product Management team at MY ShopeePay is the key bridge between business, engineering, and design teams, driving the development of innovative and secure digital financial products. The team is responsible for shaping product strategy, roadmaps, and features to support ShopeePay’s mission of building a trusted and seamless wallet experience for users and merchants. Our scope includes, but is not limited to e-money services, merchant payments, rewards, KYC, anti-fraud, financing, and digital financial solutions. Join us to build and scale wallet products that empower millions of users and businesses across Malaysia.

Job DescriptionWe are seeking a skilled Production Support Executive to provide technical and operational support for our Wallet Business, with a focus on merchant onboarding, acquiring, and payment processing. The ideal candidate will ensure smooth production operations, troubleshoot issues, and collaborate with cross-functional teams to maintain high system availability and performance. Issue identification & resolution, analyze and troubleshoot issues reported by the CS, business teams and third-party partners. Provide quick workarounds and solutions to minimize operational disruptions. Escalate critical issues to the local and regional team when necessary.

Communication & Stakeholder Management, collaborate with local and regional teams to explain and resolve issues. Maintain clear and continuous communication with the business team throughout the incident lifecycle. Prioritization & Impact Assessment, assess issue severity and prioritize fixes to ensure timely resolution. Query affected orders or users to determine critical impact levels. Product & Process Improvement, understand the features and functionalities. Regularly share issue insights with the team, propose feature improvements based on recurring problems, and provide necessary data to support feature requests. Documentation & Knowledge Sharing, track and document issues, resolutions, and best practices. Contribute to knowledge-sharing initiatives to improve troubleshooting efficiency.

Assist in conducting User Acceptance Testing (UAT) if needed, collaborate with Business Product Managers (BPM) and business stakeholder teams to drive successful UAT execution, triage reported issues, and ensure the product meets functional and non-functional requirements. Requirements1-2 years of experience in a production support, product management or business analyst. It is a plus if you have dabbled in the eCommerce or eWallet industry. Previous experience with JIRA is an added advantage. Ability to solve complex problems by breaking down to manageable phases. Good blend of analytical skills, technical knowledge, process expertise and relationship building skills.

Independent self-starter that thrives in unambiguous, constantly changing, high pressure environments. Clear, effective written and oral communication skills. Strong coordination skills in managing external partners and vendors, ensuring smooth execution of cross-functional initiatives/testing and timely issue resolution. A strong sense of responsibility and accountability for work outcomes. Keeps up to date on current research and technology in the industry.