Senior Operations Manager

2 weeks ago

Islamabad, Islamabad, Pakistan beBeeOperations Full time 500,000 - 700,000
Job Title: Senior Operations Manager

RDX Sports seeks a seasoned Senior Operations Manager to join its global team.

This role is critical in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms.

The selected candidate will work closely with cross-functional teams to maintain compliance, improve customer support processes, and lead initiatives that enhance service quality across global operations.

Key Responsibilities:
  • Customer Support Management:
    • Oversee and optimize customer support operations across Shopify, Amazon, and other online retail platforms.
    • Develop and implement scalable customer support strategies to enhance user experience and retention.
    • Ensure that support teams meet service-level agreements (SLAs), key performance indicators (KPIs), and platform-specific guidelines.
    • Monitor and analyze customer feedback and implement support solutions to improve response times and efficiency.
    • Collaborate with supply chain and product teams to ensure customer concerns are addressed.
    • In-depth knowledge and experience of CRM platforms.
    • Knowledge of e-commerce platform operations and deep understanding of orders, returns, refunds, and escalations.
  • Compliance & Excellence Management:
    • Ensure full compliance with e-commerce regulations, platform policies, data protection laws, and consumer rights.
    • Develop, implement, and maintain a compliance framework to prevent violations and manage risk.
    • Conduct internal audits, reviews, and investigations to identify compliance gaps.
    • Work with concerned teams to stay updated on regulatory changes affecting Amazon, Shopify, and other online marketplaces.
    • Oversee dispute resolution and compliance-related issues on e-commerce platforms, ensuring adherence to policies and avoiding account suspensions or penalties.
    • In-depth knowledge of e-commerce platforms' KPIs and SLAs.
    • Implement quality assurance (QA) programs to enhance the efficiency of customer support across various sales channels.
    • Develop training programs to ensure support agents have deep knowledge of Amazon, Shopify, and other marketplace requirements.
      • Collaborate with supply chain and operations teams to streamline customer support and compliance processes.
      • Drive innovation and process automation to improve response time and efficiency in customer interactions.
    Requirements:
    • Bachelor's or Master's degree in Business, Law, Marketing, or a related field.
    • Proven experience in customer support and compliance management within a global e-commerce business.
    • Strong working knowledge of Shopify, Amazon, and other online retail marketplaces.
    • Experience in managing large, global customer support teams.
    • In-depth understanding of e-commerce compliance requirements, platform policies, and international regulations.
    • Fluency in oral and written English is a must.
    Benefits:
    • Fuel Allowance
    • Medical Insurance
    • Free Lunch Facility
    • GYM Passport
    • Participatory Fund
    • Market Competitive Salary
    • Learning & Challenging Work Environment
    • Amazing Work Culture
    • Paid Time off
    • Group Life Insurance
    • Gratuity
    • Maternity Leaves

Location: Islamabad, PK

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