Responsibilities
1. Lead cancellation and product quality experience domains.
2. Own policy-related customer journeys and enforcement clarity.
3. Drive Once and Done service model implementation and training initiatives.
4. Lead cross-functional programs to reduce repeat contact and escalation.
5. Partner with Risk and Product teams on upstream policy and rule refinement.

Requirements
1. [Must Have] Experience leading structured improvement programs or policy-driven operations.
2. [Must Have] Strong understanding of customer journey design and operational governance.
3. [Must Have] Demonstrated stakeholder management at mid-to-senior levels.
4. [Nice-to-Have] Experience in e-commerce, risk management, or platform operations.
5. [Nice-to-Have] Exposure to automation or system-driven workflow improvements.
6. [Nice-to-Have] Experience in training design or quality improvement frameworks.

1. Bachelor’s degree required; Master’s degree is a plus.
2. 5–8 years of relevant experience in operations, customer experience, or governance.
3. Proven ability to lead cross-functional initiatives.
4. Strong analytical and problem-solving capability.
5. Strong leadership, communication, and project management skills.