Associate PDS

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

Job Summary:

The "
Associate PDS"
is responsible for leading the development, implementation, and Optimization of business processes within the
contact center
to enhance efficiency,
improve customer satisfaction
, and achieve operational excellence. This role requires a
strategic thinker with strong analytical skills
who can collaborate effectively across teams to implement best practices and drive continuous improvement.

Key Responsibilities:

Process Design and Optimization:

• Analyze existing contact center processes to identify inefficiencies and areas for improvement.
• Design and implement streamlined workflows and procedures that enhance productivity and reduce operational costs.
• Utilize data analytics and customer feedback to inform process enhancements.

Project Management:

• Lead process improvement projects from initiation to completion, managing timelines, resources, and stakeholders.
• Develop project plans, track progress, and report on outcomes to ensure alignment with organizational goals.

Cross-functional Collaboration:

• Work closely with Quality Assurance, Training, and other departments to ensure seamless integration of processes.
• Facilitate workshops and meetings to gather input and drive consensus on process changes.

Performance Monitoring:

• Monitor performance metrics and generate reports to provide insights and recommendations for further improvements.

Technology Utilization:

• Leverage contact center technologies and platforms to automate processes and improve service delivery.
• Stay updated with industry trends and technological advancements to incorporate the latest innovations.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field from any reputed University/institute
• Proven experience in
  process design and improvement
  in
  a contact center
  or similar environment.
• Strong
  analytical skills
  , with the ability to interpret complex data and translate findings into actionable strategies.
• Excellent
  project management skills
  , with a track record of leading successful process improvement initiatives.
• Exceptional communication and collaboration skills, with the ability to influence and drive change across teams.
• Familiarity with "contact center technologies" and platforms is a plus.

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.

Application Deadline: 11th October 2025