About The Team

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.

Job Description

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