Senior Manager, Buyer Operations

About Daraz:

Founded in 2015, Daraz is South Asia's leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalized logistics and payments infrastructure in its markets. Daraz' vision is to be a champion of South Asia serving 100 million customers and businesses by 2030

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Job Summary:

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.

Required Skills / Abilities:

● 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.

● 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.

What We Offer:

● International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group).

● A platform to learn from Alibaba's world-leading ecosystem.

● Rigorous training and exposure in team management, leadership, business analytics, and operations.

● An opportunity to train the next generation of business leaders in the e-commerce industry.

● Competitive salary and incentive package.