Job Description:
Own the process, end to end
- Own and continuously improve Return & Refund SOPs: reviewing, redesigning, and maintaining end-to-end processes that keep pace with business needs and operational changes.
- Translate business requirements into concrete operational workflows, SOPs, decision trees, and system/process enhancements.
Solve problems at the root
- Analyze operational issues to identify root causes, not just symptoms, and propose improvements that raise efficiency, consistency, and customer experience.
- Monitor process performance through operational metrics and data analysis, spotting trends, risks, and improvement opportunities before they become bigger problems.
- Analyze customer experience signals (CSAT, escalation trends, process gaps) and recommend preventive actions.
Make change happen, cross-functionally
- Partner with Operations, Product, Training, QA, and BI to design, pilot, and roll out new processes smoothly, anticipating friction points before they slow adoption.
- Support ad hoc operational analysis, reporting, and improvement initiatives as priorities shift.
Make it stick
- Develop clear process documentation, communication materials, and training content so every team executes consistently, no matter who's on shift.
Requirements:
- 2+ years in Process Excellence, Quality Assurance, Operations Excellence, or Customer Service, ideally within e-commerce, logistics, fintech, banking, or another fast-moving operational environment.
- Structured, logical problem-solver, you can take a messy operational issue and break it down into a clear, actionable solution. Solid grasp of how operational workflows work, with the ability to map, evaluate, and optimize them.
- Working data skills in Excel/Google Sheets (Pivot Tables, Lookup functions, basic formulas) to spot trends and back up your recommendations. Comfortable with PowerPoint/Google Slides and process-mapping tools (Lucidchart, Draw.io, or similar).
- Confident communicator and stakeholder manager, able to explain process changes clearly and bring cross-functional teams along with you.
- Thrives with multiple priorities, works well independently, and adapts quickly in a fast-paced environment.
- English communication skills.
