NP-Manager – Buyer & Seller Operations & Customer Experience

About the role

The NP‑Manager will lead day‑to‑day buyer and seller support operations across chat, email and voice channels, ensuring service level agreements, quality standards and productivity targets are met. This role focuses on improving the overall experience for both buyers and sellers in Nepal.

Key responsibilities

• Manage buyer and seller support operations, monitoring contact drivers, resolution rates and satisfaction trends.
• Partner with BPO vendors and internal teams on staffing, training, quality calibration and escalation protocols.
• Own operational issue resolution across product, logistics, payments and trust & safety functions.
• Develop SOPs, training materials and transition plans for new processes, product features and platform changes.
• Prepare and present weekly/monthly dashboards, WBRs and insights to senior leadership.
• Drive continuous improvement initiatives to reduce cost‑per‑contact, increase first‑contact resolution and enhance experience.
• Ensure compliance with internal policies, data‑privacy standards and relevant regulations.

Required profile

• Bachelor’s degree in Business, Operations, Commerce or a related field.
• 7+ years of experience in customer service, e‑commerce operations, seller operations or contact‑center management.
• Proven track record of managing buyer‑ and seller‑facing processes.

Required skills

• Buyer & Seller Experience Management
• Contact Center Operations
• CRM & Ticketing Platforms
• Business Intelligence & Reporting
• Process Improvement
• Performance & KPI Management
• Cross‑functional Stakeholder Management