Job Description
- As a Projects & Analytics Specialist, you will drive strategic initiatives that improve operational efficiency, optimize costs, and enhance the scalability and effectiveness of the Return & Refund function. This role combines project management, business analytics, workforce planning, and AI-driven transformation, requiring strong analytical thinking and the ability to influence cross-functional stakeholders.
- You will be responsible for identifying operational opportunities, developing data-driven solutions, and leading high-impact initiatives from ideation through implementation and post-launch evaluation.
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
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
