Program Manager - Returns Policy - Ecommerce

HR Central
  • Hyderabad
  • Confidential
  • 5-9 years
  • 03 Jun 2015

  • IT/ Information Technology

  • Internet/ ECommerce
Job Description


- 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


- 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

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HR Central