About The Team
This role sits at the intersection of project delivery, operational intelligence, and systems integration within the Return & Refund function. The Projects Associate drives end-to-end improvement initiatives — from diagnosing process and experience gaps through to implementing solutions that span policy, tooling, and AI-enabled workflows. The role requires both analytical rigour and hands-on collaboration with Operations, Product, and Tech teams to translate business needs into measurable outcomes.
Job Description
- Initiative Management (Primary Focus)
- Own the end-to-end lifecycle of R&R improvement projects: scoping, planning, stakeholder alignment, execution, and post-launch review.
- Maintain a structured initiative pipeline aligned with business priorities, ensuring clear ownership, timelines, and success criteria for each workstream.
- Coordinate cross-functional delivery across Operations, Product, Engineering, Quality, and Regional teams, managing dependencies and resolving blockers proactively.
- Produce project documentation including charters, RACI matrices, implementation plans, and post-implementation reports.
- Escalate risks and system incidents to relevant stakeholders with clear impact assessment and proposed mitigations.
- Needs Analysis & RR Process Improvement
- Conduct structured needs assessments to identify gaps in policy, process, tooling, or agent knowledge that are contributing to operational inefficiencies, escalation trends, or customer dissatisfaction.
- Analyse escalation data, agent query patterns, CSAT signals, and refund leakage metrics to surface root causes and quantify improvement opportunities.
- Translate findings into actionable recommendations with clear business cases, prioritised by impact and feasibility.
- Track the effectiveness of implemented changes through defined KPIs — including error rate reduction, escalation volume, AI resolution accuracy, and CSAT movement.
- Knowledge Governance & Documentation
- Develop, standardise, and maintain R&R policies, SOPs, decision trees, and process documentation, ensuring consistency, accuracy, and regulatory alignment.
- Structure documentation for AI-readability: taxonomy, tagging, metadata, and logic-flow formatting that supports downstream automation and training data use.
- Own version control and change management across all R&R knowledge assets, ensuring operational teams always work from a single source of truth.
- Conduct periodic knowledge audits to identify outdated content, inconsistencies, or gaps ahead of policy changes or product launches.
- Systems, AI & Integration
- Serve as the operational interface between R&R and Product/Tech teams for system enhancements, automation rollouts, and AI tool integration.
- Identify and propose opportunities for automation within returns and refund workflows — including rule-based decisioning, agent-assist tools, and chatbot integrations.
- Translate R&R policies and decision logic into structured formats suitable for AI training datasets and automated workflows.
- Monitor AI output accuracy post-deployment, identify performance gaps, and work with Data Science teams to refine models and training inputs.
- Apply working knowledge of IT systems and integration frameworks to assess feasibility of proposed enhancements and engage meaningfully in technical discussions with Engineering counterparts.
Requirements
- Bachelor's degree in Business, Information Technology, Project Management, Operations Management, or a related field.
- 3–6 years of experience spanning project coordination, process improvement, knowledge management, or system operations — ideally within an e-commerce or marketplace environment.
- Proven track record of managing cross-functional projects from initiation through to measurable outcome.
- Experience working with or alongside Product and Engineering teams on system enhancements or integrations is strongly preferred.
- Exposure to AI tools, automation platforms, or agent-assist / chatbot technologies is an advantage.
