Job Description:
Drive process excellence
- Lead the design, optimization, and governance of end-to-end Return & Refund processes and SOPs, ensuring they remain scalable and aligned with evolving business needs.
- Translate business requirements into operational workflows, decision trees, system enhancements, and implementation plans.
Solve complex operational problems
- Analyze operational performance, customer experience, and process gaps to identify root causes and recommend sustainable, data-driven solutions.
- Develop reporting and dashboards to monitor key metrics, identify trends and risks, and provide actionable business insights.
Lead change across teams
- Drive cross-functional process improvement projects by partnering with Operations, Product, QA, Training, BI, and other stakeholders.
- Lead change management activities, including stakeholder alignment, rollout planning, communication, and post-launch monitoring to ensure successful adoption.
Influence through execution
- Prepare executive reports and presentations to communicate project progress, business impact, and strategic recommendations.
- Coach and guide junior team members on process knowledge, problem-solving approaches, and project execution.
- Support strategic initiatives and continuous improvement programs across the Return & Refund organization.
Requirements:
- Bachelor's degree or equivalent practical experience.
- 4+ years of experience in Process Excellence, Operations Excellence, Quality Assurance, or Customer Experience, preferably within e-commerce, BPO customer service, logistics, fintech, or other fast-paced operational environments.
- At least 1 year of experience in leadership.
- Strong logical thinking and structured problem-solving skills, with the ability to simplify complex operational challenges into scalable solutions.
- Strong understanding of operational processes and experience designing, documenting, and optimizing workflows.
- Basic Excel/Google Sheets skills (Pivot Tables, Lookup functions, formulas) with the ability to transform data into actionable insights. Proficient in PowerPoint/Google Slides and process mapping tools (Lucidchart, Draw.io, or similar).
- Strong stakeholder management and change management skills, with the ability to influence cross-functional teams and drive adoption.
- Excellent communication, presentation, and project management skills.
- Able to manage multiple priorities, work independently, and thrive in a fast-paced environment.
- Good command of English (both written and spoken) is required.
- Experience leading cross-functional projects or business process transformation initiatives.
- Experience developing operational dashboards and presenting business insights to senior stakeholders.
