Daraz PK-Delivery Hero Experience Specialist-Logistics

Alibaba Group; Karachi Division; On-site; PKR 600,000 - 900,000; Full time

Job summary

Alibaba Group in Pakistan is seeking an Employee Experience Lead to act as the primary liaison between delivery heroes and senior management. You will identify issues, design initiatives, and collaborate with HR and operations to improve working conditions, recognition, and retention across the gig network.

The role requires empathy, strong communication, and the ability to drive improvements using data-driven insights. A Bachelor's degree and at least two years in related roles are required.

Qualifications

• Bachelor’s degree in a related field is required.
• Minimum 2 years in employee experience, frontline workforce support, rider/driver operations, or similar roles in logistics/gig platforms.
• Strong empathy and understanding of gig/delivery workers’ challenges; prior direct interaction preferred.
• Excellent communication and interpersonal skills to influence stakeholders at all levels, including senior leadership.
• Action-oriented, solution-focused, and able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary liaison between delivery heroes and senior management to convey voices and feedback.
• Proactively document and elevate operational, welfare, and safety issues for timely resolution.
• Design and implement initiatives to enhance experience, well-being, and engagement across the network.
• Collaborate with HR, operations, legal, and support to roll out policies and resources improving working conditions, recognition, and retention.
• Monitor experience metrics and use data-driven insights to recommend improvements and track impact.

Skills

Empathy

Communication

Stakeholder management

Data-driven decisions

Multitasking

Education

Bachelor’s degree

Job description

• Act as the primary liaison between delivery heroes (riders/couriers) and senior management to ensure their voices, concerns, and feedback are effectively communicated and addressed.
• Proactively identify, document, and elevate operational, welfare, and safety-related issues raised by delivery heroes to relevant internal stakeholders for timely resolution.
• Design and implement initiatives that enhance the overall experience, well-being, and engagement of delivery heroes across the network.
• Collaborate with HR, operations, legal, and support teams to develop and roll out policies, programs, and resources that improve working conditions, recognition, and retention of delivery heroes.
• Monitor key experience metrics (e.g., satisfaction, attrition, incident reports) and use data-driven insights to recommend improvements and track impact over time.

Position Requirement

• 1. Bachelor’s degree in Human Resources, Social Sciences, Business Administration, or a related field.
• 2、Minimum of 2 years of experience in employee experience, frontline workforce support, rider/driver operations, or a similar role in logistics, gig economy, or on-demand delivery platforms.
• 3、Strong empathy and deep understanding of the challenges faced by gig or delivery workers; prior direct interaction with delivery personnel is highly preferred.
• 4、Excellent communication and interpersonal skills, with the ability to build trust across diverse groups and influence stakeholders at all levels, including senior leadership.
• 5、Must be action-oriented, solution-focused, and capable of managing multiple priorities in a fast-paced environment.