SOP & Process Manager – Customer Experience job in karachi

Full time On-site @Daraz in Administration , in Manufacturing , in Services
  • Daraz Pakistan, Sky Tower B, Block 4, Scheme #5, Block 4 Clifton, Karachi, 75500
  • Post Date : May 6, 2023
  • Apply Before : July 15, 2023
  • Salary: Negotiable
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Job Detail

  • Job ID 13109
  • Experience 3 Years
  • Gender MaleFemaleTransgender
  • Industry Manufacturing
  • Qualifications Bachelor’s Degree

Job Description

Your responsibilities include:

  • Responsible for developing, maintaining and enhancing the process & SOP for better customer experience across the region.
  • Management of customer experience processes and coordinate with all the local countries for compliance and align with all the stakeholders.
  • Align the chatbot SOP with agent SOP to increase the efficiency of overall SOP maintenance and governance.
  • Collaborate with cross functional teams including performance team, insights, data, strategy and product teams.
  • Identify gaps and derive plans to improve processes driven by quantitively and qualitative analysis.
  • Support CRM system-related projects including product launch, system configurations and continuous performance monitoring.
  • Support other cross-functional system & process projects.

You would best fit this role if you:

  • At least 3-5 years of experience in Customer Experience or Customer Service field, preferably in a Contact Centre environment. Having worked in tech/ startup/ consulting/ AI/ product roles is advantageous.
  • Bachelor’s Degree in Business, IT, Engineering or equivalent.
  • Proven experience in project management or process management related to digital product. Technical knowledge in managing Contact Centre applications is beneficial.
  • Ability to work cross functionally – proven record in successfully obtaining buy-ins from management.
  • Strong communication skills, be a people person who listens and understands to the team and different business units.
  • Deep knowledge in the customer experience industry standards, usability, trends in design and experience optimization.
  • Organized and structured in keeping track of project progress and documentation.
  • Experience in Agile project management and JIRA (or equivalent) is strongly preferred.

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) and business growth
  • 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 ‘tech’ industry
  • Competitive salary and incentive package


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