Senior Recovery Strategy & PMO

Responsibilities

• Design and maintain standardized operational and communication processes for reverse flow and recovery management.
• Develop and monitor recovery performance frameworks (e.g., stuck orders, tickets, lost parcels, clawback) to provide clear visibility of operational performance from a recovery perspective.
• Act as decision-maker for complex or ambiguous cases (e.g., unclear ownership, unresolved tickets, disputed claims), ensuring timely resolution across stakeholders.
• Align with CX on handling protocols, SLA timelines, and ticket response quality standards based on operational feedback.
• Own and manage cross-functional projects related to clawback, loss prevention, and recovery optimization.
• Partner closely with Operations to reduce stuck orders, prevent potential parcel losses, and strengthen accountability mechanisms.
• Coordinate with relevant teams to continuously improve process efficiency, reduce leakage, and enhance recovery effectiveness.

Requirements

• 3–8 years of experience in operations strategy, PMO, performance management, consulting, or transformation roles.
• Strong analytical capability with experience building KPI frameworks, performance dashboards, and structured reporting.
• Proven ability to manage cross-functional projects end-to-end with multiple stakeholders.
• Experience in loss prevention, recovery, reverse flow, risk control, or operational governance is a strong advantage.
• Comfortable handling ambiguity and making decisions on complex or unclear ownership cases.
• Strong problem-solving skills with ability to identify root causes and implement scalable solutions.
• Excellent communication and stakeholder alignment skills, including ability to work closely with Operations and CX teams.