Assistant Manager - Operations

Manager – Returns OperationsJob Responsibilities:

• Oversee and Manage Returns Operations: Lead and supervise the end-to-end process of product returns and exchanges, ensuring timely and efficient handling in line with company policies.
• Team Leadership: Manage a team responsible for returns, exchanges, and refund processes; provide training, performance feedback, and process guidance to ensure high-quality output.
• Process Optimization: Continuously evaluate and improve the returns workflow to enhance operational efficiency, reduce errors, and improve customer satisfaction.
• Data Management & Reporting: Monitor returns and exchange data, analyze trends, and prepare detailed reports on refunds, exchanges, scanning, and tracking performance using Excel and other tools.
• Cross-functional Coordination: Collaborate closely with departments such as Customer Support, Logistics, and Finance to ensure smooth and transparent communication throughout the returns cycle.
• Customer Experience Management: Ensure a seamless, customer-centric return and exchange process, maintaining service quality and turnaround time standards.
• Compliance & Policy Adherence: Implement and enforce company policies, ensuring all returns and refund processes comply with internal guidelines and customer service standards.

Job Skills & Requirements:

• Excellent verbal and written communication skills in Hindi and English.
• Proven ability to handle escalations and customer interactions professionally over calls and emails.
• Strong leadership and team management abilities with a focus on coaching and motivating staff.
• Proficient in MS Excel, data analysis, and reporting; familiarity with ERP or CRM systems is a plus.
• High degree of process ownership, attention to detail, and problem-solving capability.
• Customer-focused mindset with a polite, professional, and solution-oriented attitude.
• Tech-savvy and adaptable to evolving tools and processes.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person