Ready to learn more about us?We were founded in 2010 with a dynamic and agile start-up spirit. The trust of around 30 million customers and 250,000 sellers has made us the first decacorn in Turkey. Our success is backed by renowned investors such as Alibaba, General Atlantic, Softbank, Princeville Capital and several sovereign wealth funds. In 2022, we opened our first dedicated international office in Berlin and expanded to Amsterdam, Luxembourg and London. And that's just the beginning!
Tech at the rootWe believe that technology is the driver and e-commerce is the outcome. Thanks to the dedication of our team, we have become one of the top 5 e-commerce companies in EMEA and one of the fastest growing worldwide. We currently deliver over 1.5 million parcels daily to 27 countries.
Growth is in our DNAAs a young and dynamic company, we are constantly growing and expanding. With Trendyol Tech, one of the leading R&D centres, Trendyol Express, the fastest growing delivery network, Dolap, the largest platform for second-hand goods, and Trendyol Go, our instant food and grocery delivery service, we are gearing up to become the world's leading e-commerce platform.
Focused on positive impactOur vision goes beyond business success. We strive to make a sustainable and positive impact on our customers, business partners, and society. By digitizing merchants and SMEs, helping businesses grow, and promoting women's economic empowerment, we are dedicated to creating a better future.
ABOUT THE TEAMIf you want to feel the heartbeat of Trendyol, you’re in the right place! The Operations Team manages end-to-end operational activities and development processes in the competitive marketplace. Within the Operations Team, there are six main focused disciplines: Planning, Analytics, Cost & Charge, Fulfillment Operations, Operational Excellence, Seller and Delivery Operations, Warehouse Design, and Business Intelligence.
We are all working towards the same purpose: to create a positive impact in our ecosystem by enabling commerce through technology.
We are all working with the same purpose: To create a positive impact in our ecosystem by enabling commerce through technology.
YOUR MAIN RESPONSIBILITIES
- Collaborate with delivery partners in order to ensure high-level customer/seller satisfaction
- Leading and supporting team while analyze delivery experience KPIs on a daily basis and monitor 3PL performance to eliminate defects,
- Track and solve problematic cases in delivery processes for Trendyol Customers & Sellers,
- Direct and coordinate delivery partners as a single point of contact to improve the delivery experience,
- Continuously reduce pain points for the customers/sellers, through working closely,
- Engage with projects, to provide insights into customer/seller needs and requirements, to improve quality of experience and journey,
- Interpret and synthesize customer/seller feedbacks from various sources (surveys, operational data, contact center data, social media, organizations and research,
- Regular measurement of customer/seller engagement KPI's and making necessary arrangements by detecting improvement areas,
- Follow e-commerce & marketplace environment best practices, develop projects that will improve customer/seller engagement and follow up the actions to be taken by other teams with delivery partners/cargo companies and related departments
QUALITIES WE'RE LOOKING FOR
- Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus,
- Minimum 4+ years of experience. E-commerce experience and delivery operations are plus,
- Minimum 2+ years of team leadership
- Customer-driven and analytical mindset with a desire and ability to identify and resolve seller problems,
- Exceptional communication, persuasion and team working skills,
- Proactive and results oriented approachOpen minded, innovative conceptual thinking ability,
- Excellent verbal, written and presentation skills in English,
- Experienced in "agile" working environment and project and familiar with project iteration culture,
- Able to work within a dynamic and fast-paced environment
