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Operations Returns and Refund Lead

Shopee
BGC Fulltime 86

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.

Job Description:
  • Responsible for the entire returns process
  • Manage and monitor performance of the whole RR team
  • Define project goals and strategy to achieve an ideal returns/refunds experience
  • Anticipates uplift of volume and forecast manpower needed
  • Collaborate with stakeholders to refine policies and introduce initiatives to improve the returns/refunds experience.
  • Ensure that all controls are in place, and system information/s are correct
  • Drive process improvement and system enhancements for more efficient returns operations
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