Delivery Experience Architect

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

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.