Projects & Analytics Specialist - Return & Refund

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.

Responsibilities

Key Competencies

Project Management & Execution:

• Ability to lead cross-functional projects from planning to implementation, ensuring timely delivery, measurable impact, and alignment with business objectives.

Analytical Problem-Solving & Strategic Thinking:

• Strong ability to analyze operational data, identify trends and root causes, and translate insights into actionable recommendations that support strategic decisions and business planning.

Performance Reporting & Data Visualization:

• Proficiency in Excel, Google Suite, and data visualization tools, with the ability to build dashboards, reports, and business reviews for operational monitoring and leadership reporting.

Operational Planning & Resource Optimization:

• Ability to support forecasting, productivity analysis, and resource planning by identifying workload trends, scaling requirements, and efficiency improvement opportunities across the function.

Process Improvement & Operational Excellence:

• Ability to identify operational, process, and product gaps, develop scalable solutions, and assess post-implementation impact to drive continuous improvement and better customer experience.
• 1. Automation, Data Tools & Systems Thinking
• Ability to leverage automation and technology solutions to improve productivity and decision-making. Working knowledge of SQL is preferred; experience with automation tools, scripting, or AI applications is a plus.

Stakeholder Management & Communication:

• Strong collaboration, presentation, and communication skills, with the ability to work effectively across Operations, Product, Engineering, and business teams and present clear recommendations to senior leadership.

Requirements

• Bachelor's Degree in any field, with demonstrated experience in analytics, project management, operations, or business strategy
• MBA or postgraduate studies are an advantage
• 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 e Commerce environments is preferred
• Experience in workforce planning, cost management, automation, or AI-related initiatives is a strong advantage