Manager I - Customer Delight (Returns & Refunds)

Manager I - Customer Delight

No lengthy intro here, let’s get straight to the details, Zepto speed.

● Own end-to-end execution of SKU-level refund and return policy operations across the

product catalog.

● Configure, maintain, and enforce refund policies at Category → Sub-category → SKU level

with high accuracy.

● Analyze high-volume refund transactions to identify leakage, policy gaps, and operational

risks.

● Conduct regular audits of refund and return decisions to ensure adherence to defined

policies and SOPs.

● Identify refund abuse patterns, fraudulent customer behavior, and recurring operational

issues through data analysis.

● Maintain and govern policy master sheets to ensure accurate and timely policy

implementation across the catalog.

● Perform root-cause analysis on refund trends and proactively recommend corrective

actions to reduce leakage.

● Partner with Category, Operations, Product, Risk, and Customer Delight teams to resolve

systemic issues impacting customer experience.

● Present weekly and monthly insights on refund leakage, policy effectiveness, and

operational performance to key stakeholders.

● Drive continuous improvements in policy governance, reporting accuracy, and execution

efficiency.

● Support automation initiatives by identifying manual processes that can be streamlined

through data and technology.

● Train Customer Delight Operations teams on updated refund policies, category guidelines,

and process changes.

Are you who we are searching for?

● Qualification: Graduate / Postgraduate (preferred)

● Experience: 2–4 years in Program Management, Operations, Customer Delight, Risk

Operations, Category Operations, or E-commerce/Quick Commerce.

● Strong analytical mindset with the ability to identify trends, anomalies, and operational

leakage from large datasets.

● Advanced proficiency in Google Sheets / Excel (Pivot Tables, XLOOKUP/VLOOKUP, complex

formulas, dashboards).

● Experience working with large product catalogs and SKU hierarchies is highly preferred.

● High attention to detail with the ability to execute repetitive, high-volume operational

tasks with accuracy.

● Strong stakeholder management skills with the ability to collaborate across Category,

Operations, Product, and Customer Delight teams.

● Experience conducting audits, process reviews, and policy compliance checks.

● SQL knowledge is a strong advantage.

● Experience in E-commerce, Quick Commerce, Retail Operations, or Customer Support

Operations is preferred.

● Strong ownership, execution focus, and problem-solving skills with a bias for action.