Deputy Manager- Category Operations

Cancellation and Risk Lead

1. Cancellations:

·       Customer Initiated Cancellations:

·       Customer History and abuse monitoring and control, creating SOPs for the same, category/brand level analysis.

·       Seller Cancellations:

• Setting up SOPs for controlling sellers with high SLR%.
• Daily monitoring of Seller cancellations and rejections.
• Weekly calls and report sharing with category teams.

·       Risk and Fraud:

• Daily pin-code level overall check for any anomalous order volume.
• Monthly review calls with Fraud Command Centre for the necessary execution of SOPs being put in place.
• Reviewing and setting up SOP for fraud monitoring.
• Collaborating and leading the tech developments related to efficiency.
• Blocking of identified fraudulent customers & weekly activity of sending customers with a high cancellation rate for blocking.
• Collaborating with the data science team to build models to capture fraudulent activities and customer behaviours.

Returns Lead:

1. Return to Origin (RTO):

·       Monthly Pin-code Efficiency review and actions

·       High RTO customer monitoring and actions

·       Conducting Experiments to reduce RTO, such as LP optimisation, running prepaid coupons, and brand-level COD thresholds.

·       Projects to minimise the RTOs like “Partial COD”, etc.

2. Customer Initiated Returns (CIR):

·       Replacement: Driving replacement initiative: Adding new sellers/aggregators for replacement, solving tech issues related to replacement orders

·       Weekly activity of delisting styles contributing to high CIR and coordinating with respective category teams for corrective actions

·       Size chart Analysis: Working with the category and cataloguing team to prioritise high CIR brands where size chart issues exist.

·       Benchmarking and standardising return/refund policies as per industry standards on all platforms, including the return/ replacement reasons and return windows.

·       Involved in cross-functional projects with CS, Logistics, and the product team.

·       Collaborating and leading the tech developments related to efficiency.

Preferred Qualifications:

• Bachelor’s degree in supply chain management, Logistics, Operations, or Engineering.
• MBA or Postgraduate degree in Operations Management (preferred)
• 5–8 years of experience in ecommerce operations, with at least 2–3 years focused on returns management.
• Hands-on experience with reverse logistics, returns processing, and customer service coordination.
• Familiarity with marketplace platforms (Amazon, Flipkart, Myntra, etc.) and their return policies.
• Strong knowledge of Excel, Power BI/Tableau, and data analytics for return trend analysis.