Consumer Complaint Management:

- Build a high-performance team to manage inbound consumer complaints across calls, WhatsApp, app, and in-person channels.

- Establish TATs, escalation protocols, and resolution workflows to ensure a seamless and empathetic experience.

- Create detailed SOPs for different complaint types - product quality, service delays, packaging, delivery behavior, etc.

- Analyze complaint trends and proactively identify systemic issues to prevent recurrence.

Returns & Refunds:

- Design and manage the end-to-end returns and refund process, minimizing friction for customers while maintaining control on fraud and misuse.

- Create a fair and consumer-friendly return policy tailored for rural consumers with assisted commerce needs.

- Coordinate with logistics, finance, and inventory teams for seamless pickups, reverse logistics, and financial reconciliation.

- Quality Control (QC):

- Build strong quality audit processes at vendor, warehouse, and delivery levels to ensure product accuracy, condition, and compliance.

- Conduct random sampling and inspections to flag substandard, expired, or mislabelled products.

- Lead the implementation of preventive QC frameworks across categories - especially FMCG, cosmetics, electronics, and perishables.

Consumer Satisfaction & NPS:

- Own Rozana's Net Promoter Score (NPS) and customer satisfaction metrics across all channels.

- Deploy regular surveys, focus groups, and voice-of-customer programs to collect insights and build trust.

- Drive continuous process improvements based on real consumer feedback.

Team Building & Leadership:

- Recruit and lead a team of senior managers across complaints resolution, returns operations, and QC auditing.

- Collaborate with Category, Tech, Ops, and Supply Chain teams to close feedback loops across the organization.

- Set clear KRAs, SLAs, and SOPs for each vertical under Consumer Service.

Compliance & Training:

- Establish and ensure adherence to regulatory and ethical standards in quality control and complaint resolution.

- Create regular training modules for field teams, call centers, and warehouse staff on product handling, packaging, and customer behavior.

Key Qualifications:

- 12-18 years of experience in consumer service, returns management, or quality control with top-tier e-commerce, D2C, or retail organizations.

- Proven ability to build scalable complaint management and returns systems.

- Experience working with cross-functional teams in supply chain, tech, and category.

- Strong operational, analytical, and team leadership skills.

- Empathy for Bharat - ability to understand and adapt systems for rural consumers.

Preferred Background:

- Prior experience in companies like Amazon, Flipkart, Meesho, BigBasket, DMart, Nykaa, Tata 1mg, or similar.

- Exposure to fast-moving categories such as FMCG, electronics, cosmetics, footwear, or perishables.

- Familiarity with CRM systems, consumer grievance redressal systems, and quality assurance tools.

Why Join Rozana?

- Shape the inventory backbone of India's most mission-driven rural commerce platform.

- Solve unique challenges of rural and small-town commerce with high-impact outcomes.

- Work with top talent across operations, category, and product to scale rural supply chains to 100,000+ villages in the next 1 year.

- Build and lead one of the most critical verticals in Rozana's growth journey.