Daraz PK-Senior Manager Buyer Operations-Customer Care

Role Overview: As the Senior Manager Buyer Operations - Daraz Group, you will lead the performance, strategy and process improvement efforts for buyer-side customer service operations. This role requires strong leadership, deep analytical insight, and experience in managing in-house, BPOs and cross-functional teams to deliver exceptional customer experience in line with Daraz's service standards. You will be responsible for driving operational excellence, ensuring SLA/KPI achievement, and owning the end-to-end execution of initiatives aimed at enhancing buyer satisfaction. Key Responsibilities: Lead and manage end-to-end buyer-side operations for Daraz Group, ensuring alignment with regional and organizational goals. Own KPIs and SLAs governance across BPO partners and internal teams; drive accountability for performance outcomes. Build strong working relationships with BPOs to ensure consistent delivery and quick resolution of operational issues. Analyze customer experience data and operational metrics to identify improvement opportunities and implement strategic action plans. Drive process optimization initiatives to enhance service quality, reduce TAT, and improve customer satisfaction. Collaborate closely with regional operations, quality, training, and product teams to deliver seamless, high-impact support experiences. Lead planning and implementation of special projects, pilots, or change management efforts in Buyer Ops. Lead Projects for Customer Service enhancement, optimization and efficiency improvements across the board. Actively participate in product launches, adding inputs from buyer facing perspective and ensure smooth implementation. Prepare and present comprehensive reports, business reviews, and performance insights to senior management. Ensure compliance with SOPs, contracts, and service standards agreed with BPOs. Mentor and coach team members to build future leadership and maintain high performance.

Requirements: Bachelor's degree in Business, Operations, or a related discipline; Masters preferred. 7–10 years of experience in customer service operations, with at least 4 years in a leadership role. Proven experience in managing multiple in-house ventures, large-scale BPO teams and driving operational KPIs and SLAs. Strong communication, stakeholder management, and problem-solving skills. Advanced analytical ability; proficiency in Excel, SQL is a plus. Demonstrated ability to lead cross-functional initiatives in a fast-paced environment. Results-oriented with a track record of delivering measurable improvements in customer operations. Preferred Skills: Experience in buyer-side operations within an e-commerce or digital platform. Familiarity with customer journey mapping, transactional communications, & mindset of going above & beyond for customer satisfaction. Knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Kaizen). Exposure to CX tools like Zendesk, Salesforce, or in-house CRM systems.