Description

We are growing rapidly and are looking for a Senior Refunds Analyst to be a part of our global team. At iVisa, we believe that traveling should be simple. Over 1.1 million travelers have chosen us for their travel documents, and we are the easiest, fastest, and simplest solution on the market. Our company is growing 100% year over year, and we are seeking new team members to help us achieve our goals.

Why iVisa?

• Collaborative Culture: Enjoy a dynamic, international environment with a diverse team and flat hierarchies.
• Work from Anywhere: We are a remote-first company with opportunities for periodic in-person gatherings.
• Training Allowance: You will have access to an outstanding learning platform to support your professional growth.
• Extended Family Leave: Our policy is inclusive of all birthing, non-birthing, and adopting parents.
• Tech-Minded Environment: Work in a highly technical company with top-of-the-line tools and make a real impact.
• Commitment to Sustainability: We plant one tree for every employee, allowing you to contribute to our environmental initiatives.
• Rest and Relaxation: We offer flexible PTO for all employees.

As a Senior Refunds Analyst, you will:

• Own and Evolve Policy: Own and evolve refund policies to ensure they are fair, consistent, and scalable, and align with business objectives.
• Analyze Performance: Analyze refund performance metrics and customer experience indicators to find opportunities for process and policy improvement.
• Lead Initiatives: Lead initiatives to reduce refund rates by identifying root causes and proposing changes.
• Track KPIs: Track and report on key performance indicators (KPIs) related to refunds and their business impact, providing actionable insights to leadership.
• Review Requests: Continuously review refund requests to detect patterns that call for policy refinement or automation.
• Define Strategies: Adjust and define refund strategies based on product changes, customer feedback, and market conditions.
• Collaborate: Work closely with IT, Finance, Product, and Customer Experience teams to ensure consistent execution of refund decisions.
• Build Dashboards: Build and maintain dashboards that provide visibility into refund trends to enable agile, data-driven decision-making.
• Mentor and Support: Mentor or support operational refund analysts, ensuring alignment with strategic priorities.
• Lead Reviews: Lead internal reviews and case studies on major refund-related issues to improve the refund journey.

What will make us choose you:

• 4+ years in strategy, analytics, or operational excellence roles, preferably in e-commerce, fintech, or travel.
• Experience owning or significantly influencing policy design and performance tracking in a refund or compensation-related area.
• The ability to connect operational data with customer pain points and translate findings into actionable improvements.
• Strong experience using dashboards (Looker, Tableau, etc.) to monitor performance and tell compelling stories with data.
• Intermediate-level experience with Power BI, including dashboard creation, data modeling, and insights storytelling.
• Proven ability to lead cross-functional projects and drive alignment across multiple teams.
• An analytical, customer-centric, and business-savvy mindset.
• A proactive, detail-oriented, and confident approach when working with ambiguity in a fast-paced environment.
• A Bachelor’s degree in Business, Finance, Data Analytics, Engineering, or a related field is required or highly preferred.
• Fluency in English (both oral and written) is required.

Skills and competencies show up in different forms and can be based on different experiences, so we strongly encourage you to apply even if you don't have all the requirements listed above.