14D AGO

Retail CX Policy Expert

micro1 / Retail CX Policy Expert

RATE

$40 - $65/HR

LOCATION

REMOTE (GLOBAL)

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DESCRIPTION

Role Title: Retail CX Policy Expert Role Type: Contractor Location: Remote, US or Canada-based. micro1 is engaging Retail CX Policy Experts to contribute to a customer’s project focused on defining ground-truth operational guidelines for AI-powered customer experience (CX) systems. In this role, you’ll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters. You will author authentic return, refund, and eligibility policies modeled after real-world US retail and e-commerce operations, creating the authoritative standards by which AI agents are evaluated. This opportunity involves comprehensive policy creation and scenario design, ensuring the coverage of nuanced, edge-case situations encountered in modern CX environments. Scope of Work • Author and document detailed return, refund, and eligibility policies reflecting up-to-date US retail and e-commerce practices. • Design nuanced customer-service scenarios, including edge cases, to surface policy ambiguities and operational gaps. • Establish clear, correct customer-service resolutions for both standard and exceptional situations according to your authored policies. • Create precise grading rubrics for evaluating agent performance on complex, multi-step customer experience cases. • Identify, document, and escalate policy conflicts or ambiguities to ensure comprehensive AI environment coverage. • Collaborate with domain leads and quality calibration contributors to evolve policies as project requirements shift. • Define and validate “golden outcomes” for AI model training and assessment. Preferred

REQUIREMENTS

▸3–5+ years of hands-on experience in US retail or e-commerce CX operations, including escalation handling and process design.
▸Direct background in authoring or redesigning return, refund, and eligibility policies (not just executing prewritten guidelines).
▸Deep knowledge of US retail conventions: return windows, restocking fees, gift returns, damaged goods, chargeback handling, and marketplace fulfillment.
▸Exceptional written and verbal communication skills, with a focus on unambiguous policy documentation.
▸Bachelor’s degree preferred (business, operations, or related disciplines) or equivalent real-world expertise.
▸Experience across multiple retail categories (such as apparel, electronics, home goods, and third-party marketplaces) is a plus.
▸Previous involvement in CX process design, knowledge management, or contract-based AI evaluation projects is advantageous.
▸Start Timeline & Availability