What you’ll do:

• Develop and implement company-wide return and refund policies to optimize the customer experience and minimize business losses.
• Monitor all return and refund requests across multiple channels, including the website, customer service, and payment gateways.
• Coordinate with warehouse, logistics, and finance teams to ensure the timely resolution of every case.
• Track return trends and root causes to identify product quality issues, fraud attempts, or process gaps.
• Partner with product and quality control teams to implement data-driven strategies for reducing return rates.
• Oversee and train a dedicated team responsible for daily return processing and customer communications.
• Maintain strict compliance with consumer laws, payment gateway policies, and internal service level agreements (SLAs).
• Analyze performance metrics such as turnaround time, refund accuracy, and customer satisfaction scores.
• Manage refund budgets and conduct regular financial reconciliations in collaboration with the finance department.
• Enhance the customer journey through empathetic communication and efficient problem-solving.
• Monitor and manage the quality return rate to protect the platform’s reputation and standard.

What we are looking for:

• Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field.
• 3–5 years of experience in e-commerce operations, returns management, or customer service leadership.
• Proven track record of managing logistics workflows, inventory systems, and payment processes.
• Strong leadership skills with experience managing and developing small-to-medium teams.
• Advanced analytical abilities with proficiency in Excel or Google Sheets for operational reporting.
• Exceptional conflict-resolution skills and the ability to handle high-stakes customer escalations.
• Thorough knowledge of consumer rights, refund regulations, and e-commerce compliance.
• High level of integrity and attention to detail in managing financial transactions and data.
• Ability to drive process improvements in a fast-paced, results-oriented environment.

Kindly make your application by 14th September 2026

Interview stages 

• HR meeting with the Talent Acquisition
• Technical meeting with hiring manager
• Final meeting with the functional manager