Join to apply for the Senior Refunds Analyst role at iVisa Join to apply for the Senior Refunds Analyst role at iVisa We’re growing rapidly! Do not miss the opportunity to be a part of our global team as our Senior Refunds Analyst. About us: At iVisa we believe that traveling should be simple. That’s why over 1.1 million travelers have chosen us to facilitate their photos, passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 100% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun! Why iVisa? Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues. Truly remote-first work environment: work from anywhere or everywhere - we encourage global travel. Training Allowance: Access an outstanding learning platform to facilitate your professional growth. Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents. Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact. Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, 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 refund policies to ensure they are fair, consistent, scalable, and aligned with CX and business objectives. Analyze refund performance metrics and customer experience indicators through dashboards and reports to detect opportunities for process and policy improvement. Lead initiatives to reduce refund rates by identifying root causes, proposing changes in workflows, and collaborating with cross-functional teams to implement them. Track and report on KPIs related to refunds (e.g., refund rate, processing time) and their business impact, providing actionable insights to leadership. Continuously review refund requests, not only to ensure operational alignment but to detect patterns that call for policy refinement or automation. Adjust and define refund strategies based on product changes, customer feedback, regulatory requirements, and market conditions. Collaborate closely with IT, Finance, Product, and CX teams to ensure consistent execution of refund decisions and integration of improvements. Build and maintain dashboards that provide visibility into refund trends, exceptions, and CX impact to enable agile, data-driven decision-making. Mentor or support the operational refund analysts, ensuring alignment with strategic priorities and a scalable, customer-first mindset. Lead internal reviews and case studies on major refund-related pain points, using them to improve the refund journey from both the customer and business perspectives. What will make us choose you? Bachelor’s degree in Business, Finance, Data Analytics, Engineering, or related field (required or highly preferred) 3+ 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. Ability to connect operational data with customer pain points and translate findings into actionable policy or process improvements. Strong experience using dashboards (Looker, Tableau, etc.) to monitor performance and tell compelling stories with data. Proven ability to lead cross-functional projects and drive alignment across multiple teams. Analytical, customer-centric, and business-savvy mindset. Proactive, detail-oriented, and confident working with ambiguity in a fast-paced environment. Fluent English skills (both oral and written) are required for effective communication with a diverse customer base and global team. iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition. Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Finance Referrals increase your chances of interviewing at iVisa by 2x Sign in to set job alerts for “Operations Analyst” roles. 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