Aftersales Operations Senior Supervisor (Operation)

About Digikala

Digikala is the largest e-commerce platform in Iran, serving millions of customers through a technology-driven marketplace. Our Aftersales Operations team plays a critical role in delivering a seamless post-purchase experience by managing returns, warranty, repair, replacement, and customer issue resolution processes.

We are looking for an experienced Aftersales Operations Senior Supervisor to lead daily operations, drive process excellence, and ensure service quality across our aftersales ecosystem.

About the Role

As an Aftersales Operations Senior Supervisor, you will oversee the execution of aftersales operational processes, manage a team of specialists and supervisors, monitor operational performance, and collaborate with cross-functional teams to continuously improve customer experience and operational efficiency.

Key Responsibilities

• Lead and supervise the daily execution of aftersales operations, ensuring smooth and timely processing of customer requests.
• Manage and develop the aftersales operations team through coaching, performance management, and continuous feedback.
• Monitor operational KPIs and service level agreements (SLAs), identifying performance gaps and implementing corrective actions.
• Ensure compliance with operational policies, warranty procedures, and quality standards.
• Analyze operational data to identify trends, bottlenecks, and opportunities for process improvement.
• Collaborate closely with Customer Service, Logistics, Marketplace, Commercial, Product, and Technology teams to resolve operational issues and improve end-to-end customer journeys.
• Drive continuous improvement initiatives to enhance productivity, reduce turnaround time, and optimize operational costs.
• Prepare regular operational reports and performance insights for management.
• Support workforce planning, resource allocation, and operational readiness during peak campaigns and business events.
• Act as the primary escalation point for complex operational cases and critical customer issues.

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or a related field.
• 4–6 years of experience in operations, aftersales, supply chain, customer operations, or a similar environment.
• At least 2 years of experience leading or supervising operational teams.
• Strong analytical skills with experience working with operational metrics and dashboards.
• Excellent problem-solving and decision-making abilities in fast-paced environments.
• Strong communication and stakeholder management skills.
• Proficiency in Microsoft Excel; familiarity with SQL or BI tools is a plus.