Operations Experience Manager - Iraq

About Taager

Taager.com is a leading social commerce platform reshaping e-commerce across the region. We empower online merchants, social sellers, and entrepreneurs by handling the heavy lifting—from sourcing high-demand products to managing warehousing, shipping, and cash collection. By bridging the gap between top-tier suppliers and a massive network of independent sellers, Taager enables anyone to start and scale their e-commerce business with zero upfront inventory costs.

To support our rapidly growing ecosystem, we are seeking an Operations Experience Manager who is passionate about building world-class support operations, driving efficiency, and delivering exceptional experiences to our community of merchants.

Role Overview

As the Operations Experience Manager, you will lead the frontline team responsible for keeping Taager’s marketplace thriving. You will sit at the intersection of team leadership, data analysis, and process optimization. Your mission is to elevate our customer support operations, manage a high-performing team of representatives, and leverage technology to streamline workflows. By continuously refining our processes and tracking key metrics, you will directly impact merchant retention, operational cost reduction, and overall customer satisfaction.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead & Mentor: Oversee and manage a growing team of customer service representatives, providing daily guidance, professional development, and motivational leadership.
• Onboarding & Training: Design and execute training programs to ensure the team is deeply knowledgeable about Taager's policies, tools, and evolving platform features.
• Resource Planning: Manage team scheduling, capacity planning, and volume forecasting to ensure consistent support coverage during peak seasons and flash sales.
• 
  

2. Operational Efficiency & Process Improvement

• Cost & Strategy Optimization: Develop and implement strategic initiatives to maximize operational efficiency while aggressively reducing overhead and cost-per-contact.
• Process Re-engineering: Audit existing customer service workflows to identify bottlenecks, eliminate redundancies, and implement leaner, scalable processes.
• Technology Utilization: Fully leverage and optimize our CRM software (e.g., Zendesk, HubSpot, Freshdesk) and automation tools to enhance agent productivity and omni-channel support capabilities.

3. Quality Assurance & Customer Satisfaction

• CSAT & Loyalty Ownership: Continuously monitor and analyze customer satisfaction (CSAT) levels, Net Promoter Scores (NPS), and seller sentiment to identify actionable areas for improvement.
• QA Frameworks: Establish and enforce strict Quality Assurance (QA) standards, conducting regular ticket reviews and feedback loops to maintain a premium standard of service.
• Critical Escalations: Act as the ultimate point of escalation for complex merchant complaints, resolving high-priority issues with speed, empathy, and commercial fairness.

4. Data-Driven KPI Tracking

• Metric Frameworks: Track, analyze, and report on core Key Performance Indicators (KPIs), including First Response Time (FRT), Average Resolution Time (ART), Service Level Agreements (SLAs), and ticket volume trends.
• Executive Reporting: Translate support data into strategic insights for leadership, highlighting operational risks, product bugs, or fulfillment bottlenecks affecting the merchant experience.
• 
  

What Will Make You Successful

Core Competencies

• Operational & Analytical Excellence: Exceptional ability to interpret support data, build reporting dashboards, and translate metrics into clear operational strategies.
• People Leadership: A proven leader who knows how to motivate frontline agents, foster a positive culture, and drive accountability.
• Problem-Solving & Agility: Strong crisis-management skills; able to think on your feet, de-escalate high-pressure situations, and adapt to the fast-paced nature of a tech startup.
• Tech-Savviness: Deep familiarity with modern CRM systems, telephony software, workforce management tools, and AI/automation support integrations.

Experience & Qualifications

• Years of Experience: 4–6+ years of experience in Customer Operations, Customer Success, or Support Management, ideally within an E-commerce, Logistics, FinTech, or Marketplace ecosystem.
• Leadership Track Record: Minimum of 2 years in a direct supervisory or managerial role leading a customer-facing team.
• Scale Experience: Proven experience scaling customer support operations and implementing QA and KPI frameworks from the ground up.