Operations Lead - AI-Driven Seller & Vendor Support

ZALORA Group; Muntinlupa; On-site; PHP 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Career growth

Wellbeing focus

Flexible schedule

Friendly culture

Team collaboration

Job summary

ZALORA is seeking an Operations Team Leader – Seller & Vendor Support in Metro Manila to lead the offshore specialist team, ensuring Zendesk SLAs and high SSAT scores, while driving AI and automation to deflect common inquiries. The role requires coordinating with cross-functional teams and guiding process enhancements.

You will oversee QC processes to maintain a sub-10% rejection rate, manage the 24-hour SKU QC queue, and align with Australian business hours.

Qualifications

• AI & Automation expertise to implement AI support tools and Zendesk automations.
• Strong leadership and team management for high-volume offshore teams.
• Data-driven analysis of Zendesk and QC metrics to identify bottlenecks.
• Excellent problem-solving skills with backend platform knowledge.

Responsibilities

• Lead offshore Seller & Vendor Support Specialist team to meet Zendesk SLAs and SSAT scores.
• Drive AI-driven solutions (chatbots, automation) to reduce ticket volume.
• Optimize QC processes to keep SKU rejection rates well below 10%.
• Oversee daily SKU QC queue to ensure 24-hour approval SLA.

Skills

AI & Automation

Leadership

Data analytics

Problem solving

Metro Manila presence

Job description

ZALORA is seeking an Operations Team Leader – Seller & Vendor Support in Metro Manila to lead the offshore specialist team, ensuring Zendesk SLAs and high SSAT scores, while driving AI and automation to deflect common inquiries. The role requires coordinating with cross-functional teams and guiding process enhancements.

You will oversee QC processes to maintain a sub-10% rejection rate, manage the 24-hour SKU QC queue, and align with Australian business hours.