Return & Refund, Knowledge Management - MY Marketplace
Shopee
Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
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
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.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Territory Manager (Multiple Locations)
Petron Malaysia Refining & Marketing Bhd,
Remote
13 hours ago
Petron Malaysia is an emerging and rapidly evolving Asian oil company. It is part of Petron Corporation which is the leading oil company in the Philippines. Our integrated refining, distribution, and retailing of world-class petroleum products help meet the country’s growing energy needs and contributes to a more progressive nation. We are dedicated and passionate about our vision - to...
Management Associate Program
RHB Banking Group,
Remote
1 day ago
Accelerate your leadership journey with one of Malaysia’s leading financial institutions — RHB Banking Group.At RHB, we believe in grooming the next generation of leaders through high-impact exposure and strategic responsibility. Our Management Associate Program (MAP) is designed to push your boundaries, offering a real seat at the table where major financial decisions are made. About RHB Banking Group RHB...
Seller Incubation - Business Development (Fresh Grads are Welcome!)
Shopee,
Remote
2 days ago
Job DescriptionResponsibility for ensuring the success of key sellers on the platform including driving Revenue and smooth operationEducating sellers on features, promotional campaigns and market insightsBuilding good relationships and trust with sellers to understand more about their business and their key success factorsInteract with stakeholders of different teams to ensure products sold by new sellers receive enough visibility on the...