What You'll Do:- Design and drive strategic CX programs across all touchpoints (web, app, service, fulfillment). - Champion customer feedback loops – collect insights, connect the dots, and translate friction into action. - Lead initiatives to improve post-purchase experiences, with a strong focus on optimizing Returns and Replacements for speed, efficiency, and satisfaction. - Collaborate with Product, Tech, Ops, Support & Marketing to drive a customer-first agenda. - Own and improve key CX metrics: CSAT, NPS, Return & Replacement TAT, Resolution SLAs, and Retention. - Launch cross-functional projects to solve recurring customer pain points and raise the bar on experience.-What We’re Looking For:- 4–7 years of experience in Program/Project Management, Customer Experience, or Strategy roles (D2C/e-commerce experience is a big plus!). - Strong analytical mindset – you can turn data into actionable insights. - Excellent communication, stakeholder management, and influencing skills. - Customer-obsessed with a builder’s mindset and a love for creating scalable processes. - Comfortable thriving in a fast-paced, high-growth environment.
Job Title
Program Manager - Returns & Replacement