We are seeking a Returns and Refunds Experience Lead to develop end-to-end strategies for returns, refunds, and reverse logistics solutions, ultimately enhancing customer trust on the platform. Responsibilities: - Develop customer experience strategies aligned with current e-commerce trends. - Provide holistic business insights to the leadership team by synthesizing experience product data and customer feedback trends. - Act as the primary contact for customer responses and escalations related to returns and refunds, aiming to minimize customer contacts and drive improvements. - Utilize after-sales CSAT findings and industry research to identify areas for improvement and share insights across business teams. - Collaborate with internal functions such as Service Delivery, Operations, Logistics, and products to drive improvement efforts. - Lead the development and implementation of product solutions to optimize returns and refund processes. - Monitor and report key performance indicators related to after-sales, recommending corrective actions as needed.

Qualifications

- BA/BS degree or equivalent practical experience. - Minimum 5 years of business experience in the service and experience field. - Experience managing data analytics and related business metrics. - Experience managing multiple complex projects Preferred Qualifications - Passion for customers and effective at designing and implementing experience KPI's and other measures. - Experience in returns and refunds in eCommerce or marketplace platforms is a plus. - Strong verbal and written communication skills with demonstrated experience engaging and influencing senior decision makers.

Job Type: Full-time

Pay: $125,400.00 - $229,140.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• People management: 8 years (Preferred)
• E-commerce: 8 years (Preferred)
• returns: 8 years (Preferred)
• refunds: 8 years (Preferred)

Ability to Commute:

• Seattle, WA (Required)

Ability to Relocate:

• Seattle, WA: Relocate before starting work (Required)

Work Location: In person