Return & Refund, Knowledge Management - MY Marketplace

What you'll do

The Return & Refund Knowledge Management & AI Enablement Specialist drives the governance, optimization, training enablement, and AI integration of returns and refund processes. This role ensures policies and SOPs are structured, accurate, and automation-ready while equipping operational teams with the knowledge and tools needed to execute consistently and efficiently.

Key Responsibilities :

Knowledge Governance & Process Management

• Develop, standardize, and maintain Returns & Refund (R&R) policies, SOPs, decision trees, and process documentation.
• Ensure documentation is structured for AI-readability (taxonomy, tagging, metadata, and structured logic flows).
• Conduct periodic knowledge audits to maintain accuracy, clarity, and regulatory alignment.
• Own version control and structured change management across all R&R documentation.

AI & Automation Enablement

• Collaborate with Product and Data teams to integrate AI-powered knowledge tools (e.g., chatbots, agent-assist tools, automated decision engines).
• Translate policies into structured logic suitable for AI training datasets and rule-based automation.
• Identify automation opportunities within returns and refund workflows to reduce manual handling.
• Monitor AI output accuracy and refine training data to improve model performance.
• Establish governance controls to ensure AI compliance with company policies and regulatory standards.

Training & Capability Development

• Develop structured training materials (playbooks, job aids, simulations, decision guides) aligned with R&R processes.
• Lead knowledge rollouts and facilitate training sessions for new process launches and policy updates.
• Partner with Operations and Quality teams to identify performance gaps and address them through targeted training interventions.
• Measure training effectiveness through post-training assessments, error rate reduction, and adherence metrics.
• Support onboarding programs with R&R process curriculum.
   

Operational Optimization

• Analyze escalation trends and agent queries to identify knowledge, training, or AI gaps.
• Implement data-driven improvements to reduce refund leakage, incorrect approvals, and customer dissatisfaction.
• Track knowledge and training effectiveness metrics (adoption rate, search success rate, AI resolution rate, escalation reduction).
• Drive continuous improvement initiatives to simplify policies and improve usability.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Data Analytics, Learning & Development, or related field.
• 3–6 years of experience in Returns & Refund operations, knowledge management, training, or process governance.
• Experience in facilitating training sessions or developing learning content preferred.
• Exposure to AI tools, automation platforms, or chatbot/agent-assist technologies is an advantage.
• Strong understanding of operational KPIs, quality metrics, and customer experience standards.