Customer Returns Program Manager

Job Title : Assistant Manager - Returns

Location : Gurugram, India

Reporting to : Manager, Returns

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for an Assistant Manager, Returns who can help us move even faster.

noon’s mission : Every door, every day.

What you'll do :

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

Role Overview :

The role holder will be responsible for managing returns operations, encompassing both proactive and reactive measures.

Key Responsibilities :

• Ensure timely processing of all returns requests within defined Service Level Agreements (SLAs), including pickup, Quality Control (QC), and Return to Customer (RTC).
• Own performance metrics and collaborate with stakeholders across the UAE and KSA.
• Develop technical diagnostics at the product / category level to minimize returns.
• Monitor all open transactions across various stages to ensure timely closures.
• Identify key items with high return rates and collaborate with the commercial team to systematically address these issues.
• Ensure all return-related complaints and requests received via Customer Service channels are addressed and resolved in accordance with established policies.
• Facilitate the approval or rejection of returns in adherence to policy guidelines.
• Facilitate exceptional approvals from management on a case-by-case basis.
• Engage with the commercial team to assist customers with disputes concerning warranty claims.
• Proactively monitor returns data to identify fraudulent patterns and systemic abuse, segmenting findings by customer demographics and behavior.
• Prepare and review daily and weekly reports on key return metrics such as volume, resolution speed, and customer satisfaction.
• Evaluate returns data and highlight root causes for CS operational misses and suggestions to mitigate the gap.

What you'll need :

Who will excel?

readiness to adapt, pivot, and learn is essential.