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 2030For more information, please visit www.daraz.com.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.