Job Description:

Role Overview

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.

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.
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 eCommerce environments is preferred
Experience in workforce planning, cost management, automation, or AI-related initiatives is a strong advantage

Projects & Analytics Specialist - Return & Refund