SOP Assistant Tool Specialist – Return & Refund

What you'll do

Role Overview

The SOP Assistant Tool Specialist for Return & Refund is responsible for translating complex Standard Operating Procedures (SOPs) into clear, simplified, and actionable process flows using low-code and no-code tools. This role ensures operational teams can easily understand, follow, and execute return and refund processes with accuracy and consistency.

The ideal candidate has strong process-mapping skills, a deep understanding of return and refund workflows, and the ability to turn dense documentation into intuitive visual flows and decision trees.

Key Responsibilities

• Analyze and understand complex SOPs related to return and refund operations
• Break down complicated SOPs into simplified, step-by-step process flows
• Create clear mapping flows, decision trees, and logic diagrams using low-code/no-code tools
• Translate policy and operational rules into tool-based workflows that are easy for frontline teams to follow
• Collaborate with Operations, QA, and Policy teams to ensure SOP accuracy and alignment
• Identify gaps, ambiguities, or inefficiencies in existing SOPs and recommend improvements
• Maintain and update SOP flows as policies, tools, or processes change
• Ensure SOP flows are user-friendly, scalable, and easy to onboard n

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Data Science, Business Analytics, or a related field (or equivalent practical experience)
• Experience working with SOPs, process documentation, or operational workflows
• Hands-on experience with low-code or no-code tools (e.g., workflow builders, flowchart tools, internal tooling platforms)
• Strong analytical and problem-solving skills
• Ability to simplify complex information without losing accuracy
• Excellent written and visual communication skills
• Familiarity with return and refund processes in e-commerce, logistics, or customer support is a strong advantage
• Attention to detail and process consistency

Preferred Qualifications

• Experience in Operations, Process Excellence, SOP Management, or Tooling roles
• Background in customer support, returns management, or refunds operations
• Experience creating flowcharts, logic maps, or automation workflows
• Exposure to continuous improvement or process optimization initiatives

Key Competencies

• Process thinking and structured problem solving
• Tool-driven mindset with a focus on usability
• Cross-functional collaboration
• Adaptability in fast-changing operational environments
• Documentation and knowledge-management skills