Retail CX Policy AI Training Expert

OpenTrain AI; Canada; On-site; CAD 76,000 - 124,000; Part time

Job summary

OpenTrain AI seeks a Retail CX Policy AI Training Expert to translate complex US retail policies into clear guidance for AI training and evaluation. This remote, part-time contractor role focuses on policy design, escalation handling, and precise decision rules for diverse e-commerce scenarios.

Ideal candidates have hands-on US retail CX experience and can document policy guidance with precision while creating grading rubrics aligned with training objectives.

Qualifications

• Experience authoring or redesigning US retail return, refund, and eligibility policies.
• Experience handling retail CX escalations, edge cases, chargebacks, damaged goods, and gift returns.
• Knowledge of return windows, restocking fees, gift returns, damaged goods, chargebacks, and marketplace fulfillment.
• Ability to convert complex customer-service policies into clear resolutions and grading rubrics.
• Knowledge of marketplace fulfillment and experience across multiple retail categories.

Responsibilities

• Turn complex customer-service policies into clear, consistent instructions for AI training and evaluation.
• Author and improve return, refund, and eligibility policies based on current US retail practices.
• Design nuanced customer-service scenarios covering standard and exceptional cases.
• Establish correct resolutions for complex customer experience interactions.
• Create precise grading rubrics for policy and customer-service evaluations.
• Identify policy conflicts, ambiguities, and unclear operational guidance.

Skills

Retail CX experience

Policy design

Policy writing

Education

Bachelor's degree

Job description

About OpenTrain

OpenTrain AI is the organization hiring and contracting for this role. OpenTrain is the #1 platform for finding and building careers in AI training and data labeling, helping contributors discover projects, build a professional profile, and apply in minutes.

Creating an OpenTrain account is free, and your profile can help you present credible experience as you grow a long-term AI training portfolio.

About AI Training Work

AI training is the human side of building modern artificial intelligence. Specialists review information, create examples, write guidance, and evaluate model outputs so AI systems can learn to produce more accurate and useful results.

In this project, your retail customer experience expertise will help AI systems understand nuanced return, refund, eligibility, and customer-service policies. This is remote, flexible work in a fast-growing field shaping how AI is built.

The Role

OpenTrain is recruiting a Retail CX Policy AI Training Expert for work focused on US retail customer experience policy review. You will use real-world retail and e-commerce policy knowledge to create structured guidance, scenarios, grading criteria, and validated outcomes for AI training and assessment.

Prior AI training experience is not required. The priority is strong hands-on expertise in retail or e-commerce customer experience operations, including policy design and escalation handling.

• Contractor, part-time engagement


• Less than 20 hours per week


• Remote work available in the United States and Canada


• English-language project


• Pay: $40–$65 USD per hour

What You'll Do

You will turn complex customer-service policies into clear, consistent instructions that can support AI model training and evaluation. The work includes both creating policy-focused content and carefully rating or assessing outcomes against defined standards.

• Author and improve return, refund, and eligibility policies based on current US retail and e-commerce practices.


• Design nuanced customer-service scenarios covering standard and exceptional cases.


• Establish correct resolutions for complex customer experience interactions.


• Create precise grading rubrics for policy and customer-service evaluations.


• Identify policy conflicts, ambiguities, and unclear operational guidance.


• Collaborate with domain and quality contributors as requirements evolve.


• Define validated golden outcomes for AI model training and assessment.

Requirements

You should have direct, practical experience in US retail or e-commerce customer experience operations. The ideal contributor can make sound decisions on difficult cases and document policy guidance with precision, consistency, and clear reasoning.

• Experience authoring or redesigning US retail return, refund, and eligibility policies.


• Experience handling retail CX escalations, edge cases, chargebacks, damaged goods, and gift returns.


• Knowledge of return windows, restocking fees, gift returns, damaged goods, chargebacks, and marketplace fulfillment.


• Ability to convert complex customer-service policies into clear resolutions and grading rubrics.


• Knowledge of marketplace fulfillment and experience across multiple retail categories.


• Strong written and verbal communication skills.


• Careful attention to detail and the ability to apply guidelines consistently.


• A bachelor's degree in business, operations, or a related discipline is preferred; equivalent practical expertise may also qualify.

Who Should Apply

This opportunity may suit retail operations professionals, e-commerce customer experience specialists, escalation managers, and policy or process designers who understand how return and refund decisions work in practice.

You do not need previous AI training experience. If you can distinguish standard cases from exceptions, resolve ambiguous customer-service situations, and express operational rules in unambiguous written guidance, your expertise can directly contribute to AI development.

• Retail and e-commerce CX operations professionals


• Customer-service escalation specialists


• Return, refund, and eligibility policy authors


• Process designers with marketplace fulfillment knowledge


• Experts who can create consistent evaluation standards