Manager I - Customer Delight (Returns & Refunds)

Job description

Manager I - Customer Delight No lengthy intro here, let’s get straight to the details, Zepto speed. ● Own end-to-end execution of SKU-level refund and return policy operations across the product catalog. ● Configure, maintain, and enforce refund policies at Category → Sub-category → SKU level with high accuracy. ● Analyze high-volume refund transactions to identify leakage, policy gaps, and operational risks. ● Conduct regular audits of refund and return decisions to ensure adherence to defined policies and SOPs. ● Identify refund abuse patterns, fraudulent customer behavior, and recurring operational issues through data analysis. ● Maintain and govern policy master sheets to ensure accurate and timely policy implementation across the catalog. ● Perform root-cause analysis on refund trends and proactively recommend corrective actions to reduce leakage. ● Partner with Category, Operations, Product, Risk, and Customer Delight teams to resolve systemic issues impacting customer experience. ● Present weekly and monthly insights on refund leakage, policy effectiveness, and operational performance to key stakeholders. ● Drive continuous improvements in policy governance, reporting accuracy, and execution efficiency. ● Support automation initiatives by identifying manual processes that can be streamlined through data and technology. ● Train Customer Delight Operations teams on updated refund policies, category guidelines, and process changes. Are you who we are searching for? ● Qualification: Graduate / Postgraduate (preferred) ● Experience: 2–4 years in Program Management, Operations, Customer Delight, Risk Operations, Category Operations, or E-commerce/Quick Commerce. ● Strong analytical mindset with the ability to identify trends, anomalies, and operational leakage from large datasets. ● Advanced proficiency in Google Sheets / Excel (Pivot Tables, XLOOKUP/VLOOKUP, complex formulas, dashboards). ● Experience working with large product catalogs and SKU hierarchies is highly preferred. ● High attention to detail with the ability to execute repetitive, high-volume operational tasks with accuracy. ● Strong stakeholder management skills with the ability to collaborate across Category, Operations, Product, and Customer Delight teams. ● Experience conducting audits, process reviews, and policy compliance checks. ● SQL knowledge is a strong advantage. ● Experience in E-commerce, Quick Commerce, Retail Operations, or Customer Support Operations is preferred. ● Strong ownership, execution focus, and problem-solving skills with a bias for action.