Job Description
Role Overview
The SOP Assistant Tool Specialist for Return & Refund is responsible for translating complex Standard Operating Procedures (SOPs) into clear, simplified, and actionable process flows using low-code and no-code tools. This role ensures operational teams can easily understand, follow, and execute return and refund processes with accuracy and consistency.
The ideal candidate has strong process-mapping skills, a deep understanding of return and refund workflows, and the ability to turn dense documentation into intuitive visual flows and decision trees.
Key Responsibilities
- Analyze and understand complex SOPs related to return and refund operations
- Break down complicated SOPs into simplified, step-by-step process flows
- Create clear mapping flows, decision trees, and logic diagrams using low-code/no-code tools
- Translate policy and operational rules into tool-based workflows that are easy for frontline teams to follow
- Collaborate with Operations, QA, and Policy teams to ensure SOP accuracy and alignment
- Identify gaps, ambiguities, or inefficiencies in existing SOPs and recommend improvements
- Maintain and update SOP flows as policies, tools, or processes change
- Ensure SOP flows are user-friendly, scalable, and easy to onboard n
Requirements
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, Data Science, Business Analytics, or a related field (or equivalent practical experience)
- Experience working with SOPs, process documentation, or operational workflows
- Hands-on experience with low-code or no-code tools (e.g., workflow builders, flowchart tools, internal tooling platforms)
- Strong analytical and problem-solving skills
- Ability to simplify complex information without losing accuracy
- Excellent written and visual communication skills
- Familiarity with return and refund processes in e-commerce, logistics, or customer support is a strong advantage
- Attention to detail and process consistency
Preferred Qualifications
- Experience in Operations, Process Excellence, SOP Management, or Tooling roles
- Background in customer support, returns management, or refunds operations
- Experience creating flowcharts, logic maps, or automation workflows
- Exposure to continuous improvement or process optimization initiatives
Key Competencies
- Process thinking and structured problem solving
- Tool-driven mindset with a focus on usability
- Cross-functional collaboration
- Adaptability in fast-changing operational environments
- Documentation and knowledge-management skills
