Projects & Analytics Specialist – Return & Refund

Cost & Headcount Management Lead cost analysis, workforce planning, and resource optimization initiatives across the Return & Refund function Develop headcount forecasts, productivity models, and cost projections to support business planning and scaling requirements Partner with Operations stakeholders to evaluate resource allocation strategies and identify opportunities for efficiency improvements AI, Automation & Innovation Identify and drive opportunities to leverage AI, automation, and technology solutions to improve operational efficiency and reduce manual effort Collaborate with Product, Engineering, and Operations teams to implement innovative solutions that enhance team productivity and decision-making Measure and track the impact of AI and automation initiatives, ensuring alignment with business objectives and operational goals Education Bachelor's Degree in any field, with demonstrated experience in analytics, project management, operations, or business strategy MBA or postgraduate studies are an advantage Experience 4-7 years of relevant work experience in Project Management, Business Analytics, Strategy, Operations Excellence, Consulting, or related fields Experience leading cross-functional projects and driving business transformation initiatives Experience supporting Customer Service, Operations, or eCommerce environments is preferred Experience in workforce planning, cost management, automation, or AI-related initiatives is a strong advantage Skills & Competencies Strong analytical and problem-solving skills with the ability to translate data into business recommendations Advanced proficiency in Excel and data visualization tools Working knowledge of SQL is preferred; experience with automation tools, scripting, or AI applications is a plus Excellent project management and stakeholder management capabilities Strong business acumen with the ability to balance customer experience, operational efficiency, and cost considerations Excellent verbal and written English communication skills, with the ability to present insights and recommendations to senior leadership Self-driven, highly organized, and comfortable managing multiple priorities in a fast-paced environment