Manager - Customer Returns,Listing Quality & Damage Control- Ecommerce

Good Life; Gurugram District; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

Good Life Pvt. Ltd. seeks a Manager for Customer Returns, Listing Quality & Damage Control to lead our nationwide returns excellence program across Amazon, Flipkart and other marketplaces.

The role focuses on reducing customer returns, improving listing quality, preventing product damage, and optimizing reverse logistics costs, with data-driven initiatives to boost customer satisfaction and profitability. Experience in e‑commerce operations and CAPA is preferred.

Qualifications

• Graduate in Commerce (B. Com/B.Tech).
• Bachelor’s degree in business administration (BBA).
• Graduate (Any Stream) with strong analytical skills.

Responsibilities

• Analyze return reasons SKU-wise, platform-wise and warehouse-wise.
• Identify top return drivers (damage, wrong product, quality, sizing, listing).
• Lead weekly root-cause review meetings.
• Improve product listings (images, titles, A+, videos, dimensions).
• Work with Quality, Procurement and Brands to eliminate recurring defects.
• Control reverse shipping and damage costs.
• Develop packaging improvement projects.
• Monitor seller performance metrics and return trends.
• Create dashboards and executive reports.
• Recommend SOPs to reduce customer complaints and returns.
• Drive CAPA initiatives and corrective actions.

Skills

Strong analytical ability

Cross-functional leadership

Advanced Excel

Power BI

SQL

Power Query

Marketplace operations knowledge

Listing optimization

Root Cause Analysis

CAPA implementation

Commercial understanding

Education

B.Com/B.Tech

BBA

Any Stream

Tools

Power BI

SQL

Power Query

Excel

Job description

Good Life Pvt. Ltd. is looking for a Manager - Customer Returns, Listing Quality & Damage Control -Ecommerce to lead our nationwide returns excellence program across Amazon, Flipkart, and other ecommerce marketplaces.

The role will be responsible for reducing customer returns, improving listing quality, preventing product damage, optimizing reverse logistics costs, and driving data-driven initiatives to enhance customer satisfaction and profitability.

• Analyze return reasons SKU-wise, platform-wise and warehouse-wise.
• Identify top return drivers (damage, wrong product, quality, sizing, misleading listing, installation, transit, packaging etc.).
• Lead weekly root-cause review meetings.
• Improve product listings (images, titles, A+, videos, dimensions, compatibility, FAQs).
• Work with Quality, Procurement and Brands to eliminate recurring defects.
• Control reverse shipping and damage costs.
• Develop packaging improvement projects.
• Monitor seller performance metrics and return trends.
• Create dashboards and executive reports.
• Recommend SOPs to reduce customer complaints and returns.
• Drive corrective and preventive action (CAPA).

KPI,s:

• Reduce customer return rate by 2030%.
• Reduce reverse shipping cost.
• Reduce transit damage.
• Improve listing quality score.
• Reduce avoidable customer complaints.
• Improve recovery value from returned products.
• Monthly savings generated from corrective actions.

Requirements:

• Experience: 3-12 years.
• Preferred industries: Ecommerce, Consumer Durables, Electronics, Appliances, Marketplace Operations, Quality or Customer Experience.
• Preferred employers: Amazon, Flipkart, Reliance Retail, Crompton, Havells, LG, Samsung, Whirlpool, Dixon, Panasonic, Udaan, Meesho or similar.

Qualification

• Graduate in Commerce (B. Com/B.Tech)
• Bachelors degree in business administration (BBA)
• Graduate (Any Stream)
• Advanced Excel (Pivot, Power Query preferred)
• SQL or Power BI preferred
• Strong analytical ability
• Marketplace operations knowledge
• Listing optimization
• Root Cause Analysis (5 Why, Fishbone, Pareto)
• CAPA implementation
• Cross-functional leadership
• Commercial understanding.