AVP - Customer Experience Operations - Payments/Refund

Ecom - AVP - Operations (Payment and Refunds)

As the AVP Refunds your role would focus on (but not stay limited to):

- Providing a customer first refund experience for our enrolled learners

- Build better visibility and adherence to the refund process across new/old learners.

- Setup processes that display and practice the fine balance between maximizing retention and ensuring learner welfare.

- Share learnings and patterns from the refund requests with Program / Tech / Sales etc. with the aim of reducing refund requests.

- Has established process of Payments and Refunds.

- Develop, assess, and implement financial objectives and operational policy.

- Act as key advisor on resource enhancement and operational policy, providing guidance, education, and training.

- Oversee and assist management with annual and capital budgeting, cash flow, financial statements, and allocation.

- Utilize metrics to assess and drive financial performance, ensuring objectives are met.