Customer Experience - WH Network, Scommerce

Job Description:
Monitor & diagnose: Proactively track warehouse health metrics (e.g. on time handover, cancellation, return/refund, inventory accuracy) and seller/buyer cases. Derive insights and feedback to Ops/Commercial with clear action plan Analyze & report: Produce recurring management reports highlighting trends, root cause, owners, and next steps Escalation handling: Act as the primary bridge between Commercial and Warehouse operations to handle escalated cases, investigate root cause, and resolve cases, and prevent recurrences Compensation governance: Co-design seller/buyer compensation framework with Commercial. Ensure fairness, consistency, and budget control Retention and reactivation: Analyze seller churn/retention factors. Coordinate with related teams on retention/reactivation plans CX improvements PMO: Drive seller experience improvement initiatives and other buyer-facing initiatives with cross-functional teams Key KPIs: seller/buyer case per order, case backlogs, s...