1. Initiative Management (Primary Focus)

Own the end-to-end lifecycle of R&R improvement projects: scoping, planning, stakeholder alignment, execution, and post-launch review.
Maintain a structured initiative pipeline aligned with business priorities, ensuring clear ownership, timelines, and success criteria for each workstream.
Coordinate cross-functional delivery across Operations, Product, Engineering, Quality, and Regional teams, managing dependencies and resolving blockers proactively.
Produce project documentation including charters, RACI matrices, implementation plans, and post-implementation reports.
Escalate risks and system incidents to relevant stakeholders with clear impact assessment and proposed mitigations.

2. Needs Analysis & RR Process Improvement

Conduct structured needs assessments to identify gaps in policy, process, tooling, or agent knowledge that are contributing to operational inefficiencies, escalation trends, or customer dissatisfaction.
Analyse escalation data, agent query patterns, CSAT signals, and refund leakage metrics to surface root causes and quantify improvement opportunities.
Translate findings into actionable recommendations with clear business cases, prioritised by impact and feasibility.
Track the effectiveness of implemented changes through defined KPIs - including error rate reduction, escalation volume, AI resolution accuracy, and CSAT movement.

3. Knowledge Governance & Documentation

Develop, standardise, and maintain R&R policies, SOPs, decision trees, and process documentation, ensuring consistency, accuracy, and regulatory alignment.
Structure documentation for AI-readability: taxonomy, tagging, metadata, and logic-flow formatting that supports downstream automation and training data use.
Own version control and change management across all R&R knowledge assets, ensuring operational teams always work from a single source of truth.
Conduct periodic knowledge audits to identify outdated content, inconsistencies, or gaps ahead of policy changes or product launches.

4. Systems, AI & Integration

Serve as the operational interface between R&R and Product/Tech teams for system enhancements, automation rollouts, and AI tool integration.
Identify and propose opportunities for automation within returns and refund workflows - including rule-based decisioning, agent-assist tools, and chatbot integrations.
Translate R&R policies and decision logic into structured formats suitable for AI training datasets and automated workflows.
Monitor AI output accuracy post-deployment, identify performance gaps, and work with Data Science teams to refine models and training inputs.
Apply working knowledge of IT systems and integration frameworks to assess feasibility of proposed enhancements and engage meaningfully in technical discussions with Engineering counterparts.

Bachelor's degree in Business, Information Technology, Project Management, Operations Management, or a related field.
3-6 years of experience spanning project coordination, process improvement, knowledge management, or system operations - ideally within an e-commerce or marketplace environment.
Proven track record of managing cross-functional projects from initiation through to measurable outcome.
Experience working with or alongside Product and Engineering teams on system enhancements or integrations is strongly preferred.
Exposure to AI tools, automation platforms, or agent-assist / chatbot technologies is an advantage.

Project Management Associate (Return & Refund) - Operations, MY Marketplace