Seller Experience Associate

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.

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

Job Summary:

We are seeking a proactive and detail-oriented commercial seller experience associate to drive escalations resolution, compliance, and continuous process improvements across key seller-facing operations. This role is critical to ensuring a seamless and high-quality experience for our sellers by acting as the point of contact for operational escalations, overseeing process governance, and leading short-term strategic commercial initiatives.

Key Responsibilities:

Seller Experience Governance & Improvements

• From commercial end, lead timely resolution of seller escalations across claims, logistics charges claw backs, adhoc tech issues, and compliance actions.
• Coordinate with cross-functional teams to identify & align resolution of recurring issues and implement root-cause fixes & ensure governance.
• Track, analyze, and report escalation trends; recommend and implement process enhancements.

Key Account Segmentation & Governance:

• Lead segmentation update exercise for Key Accounts, ensuring proper classification and operational treatment.
• Govern & improve Key Account Manager (KAM) efficiency through tool/process recommendations and issue resolution governance.

Project Management:

• Lead commercial seller experience related projects end-to-end.
• Act as the project lead for timelines, coordination, and communication to internal stakeholders.

Requirements:

• Bachelor’s degree in Business, Operations, Engineering, or related field;
• 2-3 years of experience in seller operations, program management, ecommerce, or customer experience functions.
• Strong analytical and problem-solving skills with a process improvement mindset.
• Proven experience managing cross-functional escalations and driving resolution in a fast-paced environment.
• Excellent stakeholder management and communication skills.
• Comfortable handling ambiguity and shifting priorities with a bias for execution.
• Experience in ecommerce marketplaces or logistics operations.
• Exposure to compliance or regulatory functions is a plus.
• Advanced Excel skills, including data analysis, pivot tables, and dashboard development.

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.