Job Description
Responsibilities
- Lead cancellation and product quality experience domains.
- Own policy-related customer journeys and enforcement clarity.
- Drive Once and Done service model implementation and training initiatives.
- Lead cross-functional programs to reduce repeat contact and escalation.
- Partner with Risk and Product teams on upstream policy and rule refinement.
Requirements
- (Must Have) Experience leading structured improvement programs or policy-driven operations.
- (Must Have) Strong understanding of customer journey design and operational governance.
- (Must Have) Demonstrated stakeholder management at mid-to-senior levels.
- (Nice-to-Have) Experience in e-commerce, risk management, or platform operations.
- (Nice-to-Have) Exposure to automation or system-driven workflow improvements.
- (Nice-to-Have) Experience in training design or quality improvement frameworks. ...
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