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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