Senior Manager, Buyer Operations

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Senior Manager, Buyer Operations

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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 digitalised 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 organisational 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.

Analyse customer experience data and operational metrics to identify improvement opportunities and implement strategic action plans.

Drive process optimisation 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, optimisation 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.

Seniority level

Associate

Employment type

Full‑time

Job function

Customer Service

Industries

Software Development and IT Services and IT Consulting

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