Daraz is looking for Manager – Customer Experience Operations 2025 in Dhaka.
Job Responsibilities:
- Lead and manage end-to-end buyer-side operations for Bangladesh, ensuring alignment with regional and organizational goals.
- Own KPI and SLA 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 (CSAT/TSAT).
- 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.
- 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.
Location:
BangladeshBenefits
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Eligibilities
Job Requirements:
- Bachelor’s degree in Business administration or a related discipline; Master’s degree preferred.
- Minimum 5–6 years of experience in customer service operations or BPO management, with at least 2 years in a leadership role.
- Proven experience in managing large-scale BPO teams and driving operational KPIs and SLAs.
- Strong communication, stakeholder management, and problem-solving skills.
- Advanced analytical ability; proficiency in Excel, Tableau, or similar reporting tools.
- 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 the Bangladesh customer landscape and local language proficiency.
- Knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Kaizen).
- Exposure to CX tools like Zendesk, Salesforce, or in-house CRM systems.
Application Process
To apply click “Apply Now” or visit the official link.
Application Deadline: July 5, 2025 (4 Days Remaining)
Apply nowOfficial linkFor Further Queries
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