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Return & Refund, Knowledge Management - MY Marketplace
Job Description 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.
- 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.
- 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.
- 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.
- 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.
