Who We Are
At JD.com, also known as JINGDONG, we are building one of the world’s most trusted technology and supply chain ecosystems. What started as a bold idea in China has evolved into a NASDAQ-listed, Fortune 44 global enterprise serving over 700 million active customers. Powered by advanced logistics, innovative technology, and a commitment to integrity, JD.com operates across retail, logistics, technology, property and more, creating solutions that make everyday life smarter, faster, and more connected.
Our Global Reach
JD.com is expanding its international footprint through a digitally intelligent, cross-border supply chain and world-class logistics network, supported by platforms such as Joybuy, which brings trusted products to customers worldwide. Today, our teams operate across China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE and beyond, reaching customers in every corner of the world.
Learn more about who we are and what we do: https://corporate.jd.com/
What We Offer
Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.
About The Team
You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
Who We Are
Joybuy is JD.com ‘s dedicated retail platform for Europe, offering products across a wide range of categories. Operating across the UK, Netherlands, Germany, France, Belgium and Luxembourg, we’re building the future of retail through smart systems, bold ideas, and a customer-first mindset. Backed by JD.com , also known as JINGDONG, and its trusted global technology and supply chain ecosystem, we deliver a shopping experience that is speedy, reliable, and genuinely enjoyable. If you’re ready to make a difference, bring your talent and grow with us. Don’t just buy, Joybuy.
Learn more about who we are and what we do: https://about.joybuy.com/about/
What We Offer
Joining Joybuy means becoming part of a business where people, innovation, and impact work together to shape the future of cross-border e-commerce. With a competitive salary, great office locations, and a supportive, people-first culture, you’ll have the space to grow your career, learn from talented colleagues, and make a genuine impact in a fast-expanding international business.
About The Team
You’ll be joining the Joybuy team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
Manager, BPO Vendor Management, Training, Quality & Seller Escalations
About the Role
We are looking for an experienced, execution-focused Manager to own our BPO partner network supporting Marketplace sellers. You will be accountable for how well our outsourced teams perform, how well they are trained, the quality of every seller interaction they handle, and how quickly and fairly seller escalations are resolved.
In this role, you will partner closely with Customer Support, BPO, Marketplace Operations, Account Management, Policy, and Leadership teams. You will run vendor governance, build training and quality programs that scale across sites, and act as the escalation point for sellers whose issues cannot be resolved through standard channels.
This is a high-impact role for someone who combines strong commercial judgment, operational discipline, and analytical capability, and who can hold vendors to a high bar while building partnerships that last. Experience using AI and automation to improve quality monitoring, training, and case handling is a strong advantage.
Key Responsibilities
BPO Vendor Management.
- Own day-to-day and strategic management of BPO partners supporting Marketplace sellers, across multiple sites, channels (chat, email, tickets), and languages.
- Define and manage SLAs, KPIs, and vendor scorecards covering service level, first-contact resolution, average handle time, quality score, seller satisfaction (CSAT), escalation rate, attrition, and cost per contact.
- Run the vendor governance cadence, including daily and weekly performance reviews, monthly business reviews, and quarterly business reviews with vendor leadership.
- Lead root cause analysis on performance gaps and drive corrective action plans to closure, with clear owners, dates, and measurable outcomes.
- Partner with BPO Workforce Management on forecasting, capacity planning, hiring ramps, and headcount allocation; calibrate vendor recruitment.
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