Exception Handling Manager

ABOUT SHEIN

SHEIN is a global online fashion and lifestyle retailer, offering SHEIN branded apparel and products from global network of vendors, all at affordable prices. Headquartered in Singapore, SHEIN remains committed to making the beauty of fashion accessible to all, promoting its industry-leading, on demand production methodology, for a smarter, future-ready industry. Founded in 2012, SHEIN has more than 16,000 employees operating from offices around the world, and continues to expand operations globally. Join SHEIN and be the future!

ABOUT THE ROLE

We are looking for an Exception Handling Manager to lead a highly complex logistics operation, with a strong focus on performance, quality, accuracy, cost control, and continuous improvement.

This position will be responsible for managing inbound operations, exception handling processes, operational inventory, and deviation analysis, ensuring that issues are resolved through a structured methodology, deep investigation, and root cause analysis.

We are seeking a highly analytical professional who enjoys diving into data, challenging performance indicators, validating hypotheses, and transforming information into practical action plans. Strong knowledge of statistical analysis, operational planning, Lean Six Sigma, PDCA, and continuous improvement methodologies is essential.

Key Responsibilities

• Lead inbound operations, ensuring productivity, quality, SLA compliance, and operational flow stability.
• Manage the Exception Handling area, addressing operational exceptions, system discrepancies, missing packages, scanning failures, and process deviations.
• Conduct data-driven root cause analyses, identifying patterns, recurring issues, and improvement opportunities.
• Ensure execution of inventory routines, including cycle counts, reconciliations, and discrepancy resolution.
• Partner closely with Quality, Customer Service, Planning, Inventory, Loss Prevention, EHS, and other support functions.
• Monitor and control operational costs, productivity, overtime, rework, and labor efficiency.
• Develop supervisors, team leaders, and associates, fostering a culture of ownership, operational discipline, and continuous improvement.

Desired Profile

• Solid experience in logistics operations, e-commerce, warehousing, fulfillment centers, inbound operations, inventory management, or exception handling.
• Strong expertise in data analysis, operational KPIs, and performance management.
• Knowledge of Lean, Six Sigma, PDCA, Pareto Analysis, 5 Whys, Ishikawa (Fishbone Diagram), and Root Cause Analysis methodologies.
• Advanced Excel skills. Experience with Power BI, SQL, or similar analytical tools is a plus.
• Ability to perform under pressure while balancing cost, quality, SLA compliance, and fact-based decision-making.
• Strong stakeholder management skills, with the ability to influence support functions and develop operational teams.

CAREERS AT SHEIN

We Commit to Inclusion

At SHEIN, we believe that diversity is the force that drives innovation. We are committed to creating an environment where all voices are heard, valued and respected. All our vacancies are inclusive for people with disabilities, women, black people, LGBTQIAPN+ community and all types of diversity.

We Empower Talents with Diverse Careers

At SHEIN, we empower talent to excel with regular opportunities to elevate their career in their respective fields. As a dynamic business, we support internal mobility, diverse career pathways and recognition of success and contribution in a variety of meaningful ways.

We Engage with Global Cultures

SHEIN has over 20 offices worldwide, providing talent with many opportunities to collaborate with colleagues around the world. Perspective sharing and leveraging cultural differences, is one of our core strenghts as we work on many exciting projects and draw insights from industry-leading experience.

Location: GLP Guarulhos II - R. Concretex, 800 - Cumbica, Guarulhos - SP, 07232-050