Retail CX & Policy Specialist [Remote]

Shape the operational standards used to train and assess AI-powered customer experience systems for US retail and e-commerce. You will turn hands-on CX expertise into clear policies, realistic service scenarios, and authoritative resolutions for complex customer cases. Role Overview

This remote contract role focuses on creating ground-truth guidance for AI customer experience work. No prior AI experience is required, your retail and e-commerce domain knowledge is the core qualification.

• Author detailed return, refund, and eligibility policies aligned with current US retail and e-commerce practices.
• Create nuanced customer-service scenarios, including edge cases, to identify policy ambiguity and operational gaps.
• Define accurate resolutions for routine and exceptional situations under the policies you create.
• Develop precise grading rubrics for complex, multi-step customer experience cases.
• Identify, document, and escalate policy conflicts or unclear areas to support comprehensive AI evaluation coverage.
• Collaborate with domain leads and quality calibration contributors as project requirements evolve.
• Define and validate golden outcomes for AI model training and assessment.

• 3 to 5+ years of hands-on experience in US retail or e-commerce CX operations, including escalation handling and process design.
• Direct experience authoring or redesigning return, refund, and eligibility policies, rather than only following existing guidelines.
• Strong policy-authoring, edge-case reasoning, CX consulting, CX process-design, and written communication skills.
• Deep knowledge of US retail practices, including return windows, restocking fees, gift returns, damaged goods, chargebacks, and marketplace fulfillment.
• Bachelor''s degree in business, operations, or a related field preferred, or equivalent practical expertise.
• Experience across retail categories such as apparel, electronics, home goods, and third-party marketplaces is a plus.
• Experience in CX process design, knowledge management, or contract AI evaluation projects is advantageous.

• Remote contract engagement for candidates based in the United States or Canada.
• Applicants should be ready to begin promptly. Roles are typically filled within 48 hours, and selected candidates are expected to begin initial tasks within 24 to 48 hours after completing the required onboarding process.

$40 to $65 per hour.

You will create authentic policies based on real-world US retail and e-commerce operations, which will serve as the standards used to evaluate AI agents.