售后服务产品经理-电商自营履约保障方向
Drive Spotter
China
Posted on Mar 14, 2026
Department:
Technology
Location:
China
Department: Technology
Location: China
Job Description
1、主导 Lazada 自营售后系统从0到1建设，覆盖退换货、退款、逆向物流、工单等核心模块；
2、设计灵活可配置的退换货政策、责任判定逻辑与退款规则，推动规则引擎落地；
3、优化退货取件、质检、入库、退款的逆向履约闭环，协同仓配团队降本提效；
4、建立售后指标体系（如退货率、退款时长、纠纷率），识别滥用行为，完善风控机制；
5、联动交易、履约、客服、风控、法务及运营团队，确保策略与前后端能力对齐；
Key Responsibilitie
1、Lead the end-to-end design and build of Lazada’s self-operated after-sales system from 0 to 1, covering core modules including returns & exchanges, refunds, reverse logistics, and service ticketing.
2、Design flexible, configurable policies for returns/exchanges, liability determination logic (e.g., quality issues vs. no-reason returns), and refund rules; drive the implementation of a rules engine.
3、Optimize the reverse fulfillment loop—pickup, inspection, warehouse intake, and refund—to reduce costs and improve efficiency in collaboration with warehousing and logistics teams.
4、Establish key after-sales metrics (e.g., return rate, refund processing time, dispute rate), detect policy abuse, and strengthen risk control mechanisms.
5、Partner closely with cross-functional teams—including checkout, fulfillment, customer service, risk, legal, and operations—to align after-sales strategies with front-end transaction rules and back-end operational capabilities.
2、设计灵活可配置的退换货政策、责任判定逻辑与退款规则，推动规则引擎落地；
3、优化退货取件、质检、入库、退款的逆向履约闭环，协同仓配团队降本提效；
4、建立售后指标体系（如退货率、退款时长、纠纷率），识别滥用行为，完善风控机制；
5、联动交易、履约、客服、风控、法务及运营团队，确保策略与前后端能力对齐；
Key Responsibilitie
1、Lead the end-to-end design and build of Lazada’s self-operated after-sales system from 0 to 1, covering core modules including returns & exchanges, refunds, reverse logistics, and service ticketing.
2、Design flexible, configurable policies for returns/exchanges, liability determination logic (e.g., quality issues vs. no-reason returns), and refund rules; drive the implementation of a rules engine.
3、Optimize the reverse fulfillment loop—pickup, inspection, warehouse intake, and refund—to reduce costs and improve efficiency in collaboration with warehousing and logistics teams.
4、Establish key after-sales metrics (e.g., return rate, refund processing time, dispute rate), detect policy abuse, and strengthen risk control mechanisms.
5、Partner closely with cross-functional teams—including checkout, fulfillment, customer service, risk, legal, and operations—to align after-sales strategies with front-end transaction rules and back-end operational capabilities.
Job Requirements
1、本科及以上学历，5年以上电商产品经验，必须有自营模式（如京东、Amazon FBA 等）；
2、熟悉退换货、退款、逆向物流、客诉等售后全链路，能将复杂业务规则抽象为可配置的产品方案；
3、用户体验与成本效率并重，善于在体验与风控间找平衡；
4、熟练使用数据分析工具驱动决策；
5、具备强跨团队推动力，能在复杂组织中高效协同落地项目。
Qualifications
Bachelor’s degree or above, with 5+ years of product experience in e-commerce. Must have hands-on experience building after-sales systems in a self-operated model (e.g., JD.com, Amazon FBA, or brand-owned flagship stores).
Deep understanding of the full after-sales lifecycle—returns, refunds, reverse logistics, and customer complaints—with ability to abstract complex business rules into configurable product solutions.
Strong balance between user experience and operational efficiency; adept at navigating trade-offs between customer satisfaction and risk/cost control.
Proficient in using data analysis tools (e.g., SQL, Excel, BI platforms) to inform decisions and measure impact.
Proven ability to drive cross-team collaboration and deliver complex initiatives in a matrixed organization.
2、熟悉退换货、退款、逆向物流、客诉等售后全链路，能将复杂业务规则抽象为可配置的产品方案；
3、用户体验与成本效率并重，善于在体验与风控间找平衡；
4、熟练使用数据分析工具驱动决策；
5、具备强跨团队推动力，能在复杂组织中高效协同落地项目。
Qualifications
Bachelor’s degree or above, with 5+ years of product experience in e-commerce. Must have hands-on experience building after-sales systems in a self-operated model (e.g., JD.com, Amazon FBA, or brand-owned flagship stores).
Deep understanding of the full after-sales lifecycle—returns, refunds, reverse logistics, and customer complaints—with ability to abstract complex business rules into configurable product solutions.
Strong balance between user experience and operational efficiency; adept at navigating trade-offs between customer satisfaction and risk/cost control.
Proficient in using data analysis tools (e.g., SQL, Excel, BI platforms) to inform decisions and measure impact.
Proven ability to drive cross-team collaboration and deliver complex initiatives in a matrixed organization.
