Program Manager - Returns Policy - eCommerce

We have an urgent opening for a Program Manager-Returns Policy with a Global eCommerce Firm for Hyderabad location

Our Company's Customer Returns organization, which is part of Customer Service, manages a best-in-class online returns program for our customers worldwide. If a customer buys it online we support returns for it. We are looking for a skilled program manager who will focus on improving the customer experience on our desktop and mobile platforms. You will need to interact with most areas of the company and drive self-service options and also improve customer experience throughout the return process.

We are looking for entrepreneurial, innovative individuals who thrive on solving tough problems. The ideal candidate will have the ability to work closely with technology teams to develop automated solutions for complex international problems. This opportunity requires excellent technical, problem solving, and communication skills. If you have demonstrated an ability to innovate for the customer and want to create the best in the world returns experience, then join our team.

Responsibilities:

- Define and drive the user experience for the return process globally.

- Drive policy change or improvements that ensure the best customer experience and cost for returns

- Work with benchmarking teams to understand the competitive landscape and ensure company remains competitive in all areas.

- Communicate to senior leaders through white papers on the status of returns programs.

- Incorporate input from stakeholders on new features and improvements to current features.

- Drive product development efforts including writing complete and detail-oriented product requirements documents and ensure clear communication of those requirements to the business, design, usability and development teams

- Ensure the returns process provides self-service options for customers, and if it does not exist create the best way possible to get it done.

Basic Qualifications:

- 3+ years of experience delivering solutions

- BS in computer science or equivalent

- Proven track record of taking ownership and driving results on technical projects

- Demonstrated ability to manage multiple sophisticated projects and competing priorities simultaneously

- Proven track record of delivering results in large, cross-functional initiatives

- Track record of managing priorities and trade-offs between customer experience, performance and cost.

- Proven ability to create innovative solutions to solve real customer problems.

- Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.

- Demonstrated strong attention to detail including precise and effective customer communications

- History of teamwork and willingness to roll up one's sleeves to get the job done

- Collaborating with design, engineering, usability and program management teams both within customer service and across the company to test and launch self-service returns features accessible anywhere and anytime.

- Driving definition of scope and manage business case development and approval, requirements gathering/creation, prioritization, design review, and launch readiness of new self-service experiences.

- Delivering results that align to customer needs and business goals.

- Experience defining product requirements, working with engineering organizations to rapidly deliver high-impact capabilities to market.

Preferred Qualifications: 5+ years of experience

MBA:

- Experience managing consumer-facing products in e-commerce

- Experience with agile or other program management methodologies

- Experience communicating with technical and non-technical stakeholders across multiple business units

- High level of comfort communicating effectively across internal and external organizations.

- Strong written communication skills; this role will require the creation of content such as whitepapers and other written deliverables

- Demonstrated ability to adapt to new technologies and learn quickly.

- Extensive experience in product, program, and/or project management in leading cross-functional teams in delivery of major new products or services.

Desired Profile:

- Candidates with excellent communication skills only will be considered

- Experience in dealing with the carriers (global) for shipments and primarily returns (Return of the products) is a must

- Candidates who are willing to relocate to Hyderabad only should apply

- Experience in dealing with the carriers on a daily basis is a must

Interested candidates may send in their updated resumes with the below details or contact on 9900085572

Current Ctc:
Expected Ctc:
Reason For Change:
Notice Period:

Soumya Goutham
HR Central
9900085572