Associate Manager - Refunds

About the role

An Associate Manager in Refunds team has a broad role, making sure the department objectives are accomplished by managing staff; plans and evaluates department activities and ensures the operations of the department are running smoothly and the customers needs and expectations are met.

What you'll do

• Oversee day-to-day operations across assigned lines of business (LOBs) to ensure consistent service delivery, SLA adherence, and operational excellence
• Manage high-level customer and operational escalations that exceed team lead resolution authority
• Conduct regular dip checks, audits, and skip-level meetings to monitor floor health, quality standards, and agent engagement
• Partner with Workforce Management (WFM) to optimize shift planning, shrinkages, scheduling, and staffing requirements against performance gaps
• Identify operational risks, integrity concerns, and cross-departmental mishandlings, raising timely flags and mitigation plans with relevant stakeholders

What you need

• Travel booking
• Communication
• Performance management