Drive cross-market and cross-organizational alignment across country teams, returns and recommerce, buyer abuse prevention, category, and supply chain teams to unblock dependencies and accelerate launches
Size opportunities per marketplace by analyzing return patterns, return drivers, category-level signals, and vendor behavior — often requiring custom data discovery and pipeline builds in markets where mature data infrastructure does not yet exist
Define and track key metrics including customer-initiated return rates, net cost of returns savings, concession unit reduction, optimization tool adoption rates, and treatment coverage by country
Manage the intervention lifecycle — from defect and product identification through country-team alignment, legal approval (where required), launch, and post-launch performance monitoring
Scale proven interventions across markets — identify patterns that work in one country and replicate across others, adapting for local constraints
Drive adoption of vendor and seller optimization tools across emerging markets, working with in-country vendor managers and account managers to link adoption to country-level cost and return reduction goals
Own the annual planning cycle for international returns — develop annual goals, write planning narratives, align with finance on cost savings calculation methodologies, and ensure joint goal ownership with country teams
Build and maintain mechanisms for defect identification, impact sizing, country-level reporting integration, and upstream defect elimination signals to prevent recurrence
Influence upstream teams (catalog, fulfillment, category, vendor management) to address root causes of returns rather than treating symptoms
Communicate program status, risks, and asks to senior leadership through written narratives, flash updates, and escalation documents
7+ years of program or project management experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Experience in complex problem solving, and working in a tight schedule environment
6+ years of driving process improvements experience
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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