E-commerce Operations Analyst (Dispute & Claims)

About ADA ADA is the Data and AI Experience Company. Present in 14 markets globally, we build intelligent experiences that power enterprise growth, spanning identity and authentication, personalization, commerce, and data & AI foundations; where every touchpoint earns trust, every interaction creates value, and every decision runs on real-time intelligence, so enterprises can stay ahead and deliver measurable outcomes. Our mission is to build the world's most intelligent growth platform for every client we serve. We work with over 1,500 global brands across CPG, Retail, Telco, BFSI, and Healthcare. About the role: This role offers hands-on exposure to real operational workflows, platform policies, and cross-functional collaboration in a fast-paced, data-driven environment. You will work closely with Operations, Finance, and external stakeholders to ensure dispute cases are processed accurately, efficiently, and in compliance with platform regulations Key Responsibilities The handling of fulfillment dispute, claim, and return cases in accordance with platform policies and internal SOPs Assist in collecting, verifying, and organizing supporting documents for appeals and claims Track case status, turnaround time (TAT), and outcomes to ensure SLA compliance Coordinate with internal teams and external partners to follow up on case progress Support data preparation for daily/weekly operational reports Identify recurring issues and escalate operational risks when necessary What You Will Learn End-to-end fulfillment dispute & claim processes in large-scale e-commerce operations How operational decisions impact cost, recovery rate, and customer experience Exposure to platform policies, audit logic, and operational compliance Basic data handling and reporting for operational performance tracking Professional communication and stakeholder coordination skills Requirements At least 1 year of experience in handling disputes and appeals with e-commerce platforms. Strong attention to detail and willingness to work with data and documents Good communication skills and a proactive learning mindset Ability to work independently and manage repetitive operational tasks Proficient in Excel/Google Sheets is a plus #LI-Onsite By submitting this, you agree to this Privacy Notice and you will be deemed to have consented to the collection, use, and disclosure of your Personal Information in accordance with this Privacy Notice: <https://adaglobal.com/privacy-policy/> Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website <www.adaglobal.com> for regular updates on available roles We transform businesses using data, AI and tech | ADA Pioneers in data and analytics, we are powering global marketing and commerce digital transformation with data and AI-led impact. Learn more here!