About The Team

Project Management & Continuous Improvement

• Lead and manage high-impact, cross-functional projects from initiation to implementation, ensuring timely delivery and measurable business impact
• Drive continuous improvement initiatives to optimize the Return & Refund process, enhancing customer experience while improving operational efficiency and cost effectiveness
• Identify operational, process, and product gaps through data analysis and structured problem-solving, and develop scalable solutions to address them
• Conduct post-implementation reviews to evaluate initiative success, quantify impact, and recommend further enhancements
• Communicate project progress, risks, recommendations, and outcomes effectively to senior leadership and key business partners

Analytics & Strategic Planning

• Develop analytical frameworks and provide actionable insights to support strategic decision-making
• Build and maintain performance dashboards, reports, and business reviews for operational monitoring and leadership reporting
• Analyze key operational metrics, identify trends and root causes, and recommend targeted interventions
• Translate complex data into clear recommendations and presentations for senior leadership

Job Description

Cost & Headcount Management

• Lead cost analysis, workforce planning, and resource optimization initiatives across the Return & Refund function
• Develop headcount forecasts, productivity models, and cost projections to support business planning and scaling requirements
• Partner with Operations stakeholders to evaluate resource allocation strategies and identify opportunities for efficiency improvements

AI, Automation & Innovation

• Identify and drive opportunities to leverage AI, automation, and technology solutions to improve operational efficiency and reduce manual effort
• Collaborate with Product, Engineering, and Operations teams to implement innovative solutions that enhance team productivity and decision-making
• Measure and track the impact of AI and automation initiatives, ensuring alignment with business objectives and operational goals

Requirements

Education

• Bachelor's Degree in any field, with demonstrated experience in analytics, project management, operations, or business strategy
• MBA or postgraduate studies are an advantage

Experience

• 4-7 years of relevant work experience in Project Management, Business Analytics, Strategy, Operations Excellence, Consulting, or related fields
• Experience leading cross-functional projects and driving business transformation initiatives
• Experience supporting Customer Service, Operations, or eCommerce environments is preferred
• Experience in workforce planning, cost management, automation, or AI-related initiatives is a strong advantage

Skills & Competencies

• Strong analytical and problem-solving skills with the ability to translate data into business recommendations
• Advanced proficiency in Excel and data visualization tools
• Working knowledge of SQL is preferred; experience with automation tools, scripting, or AI applications is a plus
• Excellent project management and stakeholder management capabilities
• Strong business acumen with the ability to balance customer experience, operational efficiency, and cost considerations
• Excellent verbal and written English communication skills, with the ability to present insights and recommendations to senior leadership
• Self-driven, highly organized, and comfortable managing multiple priorities in a fast-paced environment