Benjamin Ben M.

About Benjamin Ben M.

I’m a seasoned product leader with over 20 years of experience building and scaling tech-driven solutions in e-commerce. My career highlights include incorporating NLP in real-time customer interactions to resolve customer pain points, launching AI/ML models to detect and prevent returns abuse, and launching the Amazon/AmEx small business credit card and Audible gift memberships. At Chewy, I\'ve launched and managed many products and services, including order management (OMS), catalog, and promotion services. I am passionate about using data-driven approaches to enhance the customer experience.

Experience

1. Head of Refunds Replacements and Concessions

   Chewy

   Dec 2023 — Present · Plantation, FL, US

   I founded and led a dedicated team of product managers focused on transforming the refunds, replacements, and concessions (RRC) process at Chewy. Our mission was to reduce upstream defects, prevent customer pain points, and ensure that when an RRC is necessary, the experience is seamless, reliable, and customer-centric.Collaborating across engineering, data science, and customer care teams, we implemented multiple machine learning models that identified and curtailed fraudulent activity, resulting in tens of millions in annual savings. We introduced NLP, which helped us tackle the root causes of customer-related defects, enabling the team to resolve issues before they impacted customer satisfaction, resulting in millions in annual savings. Lastly, my team led the strategic repositioning of Chewy’s returns policy, using insights from data and customer feedback.

Education

• University of Newcastle

  Master of Business Administration - MBA

  2012 — 2016

• University of Newcastle

  Bachelor of Economics, Economics

  2003 — 2006