We are looking for a skillful Senior Data and Continuous Improvement Specialist who is interested in aftersales-return center customer service and working with Data for improvement methodologies. As the business scales up, the complexity and wastage of the operational return center processes increase significantly. The Continuous Improvement Senior Specialist is in charge of strategies to optimize Return aftersales procedures, ensuring efficiency and smooth workflow in order to simultaneously decrease cost and increase service level.

Job description

● Formulate and apply mathematical modeling to develop and interpret information that assists the business with decision-making.
● Discover areas of the customer experience and business that can be impacted by using data learning.
● Review historical customer service trends, research drivers, and evaluate forecast results to identify the gaps and provide insight and recommendations to management on how to improve after-sales processes.
● Analyze, optimize, and simplify workflows.
● Innovate in order to create solutions for real-world business problems.
● Analyze fulfillment centers' OKRs and goals to identify gaps (actual versus plan) and propose solutions to meet targets.
● Research and analysis to identify the strength and weaknesses of operations, find areas needing enhancement, and develop and execute improvement projects.
● Identify, develop, evaluate and update new and existing customer service processes and procedures to drive operational performance and improvement.
● Drive improvements in business performance related to return centers' service level and utilization.
● Provide input to the business in developing inventory strategies on existing items.
 
Requirements

● Be a team player, disciplined, and have great attention to detail.
● Ability to perform deep-dive technical troubleshooting in critical situations.
● Interested in distributed and highly available systems.
● Bachelor's or Master's degree in Industrial Engineering, Computer Science, or other related fields.
● Knowledge of simulation techniques.
● Strong knowledge of various data science disciplines including descriptive analytics, optimization, statistic models, and machine learning.
● Great ability to identify and translate business and customer needs into data science projects.
● Ability to deliver projects from start to end, such as idea generation, project definition, implementation, and deployment.
● Superior analytical skills with an inquisitive mindset.
● Further background around forecasting models.
● Knowledge of Lean, Six Sigma, and Kaizen methodologies would be highly advantageous.
● Strong performance-driven mindset, self-responsibility, and self-management skills.
● Proficiency in MS Office, familiarity with BI.
● Self-Motivated, fast learner, and result oriented.
● Strong communication skills - verbal and written in Persian and English.