01
Returns
Redesigning the returns operation by connecting business strategy, operational flow and system experience.
Mercado Livre · 2022—2025
Rethinking logistics across Latin America.
Mercado Livre
My role
Connecting strategy, operations and design.
I led designers across multiple logistics initiatives, ensuring consistency, quality and purpose while staying close to execution.
My role also included product leadership, working closely with Product Managers and Tech Managers on roadmaps, prioritization and business and experience objectives.
Beyond project delivery, I supported designers through mentoring, career development and day-to-day decision making.
Selected initiatives
02
Reports
Evolving operational monitoring to increase adoption and reduce dependency on parallel spreadsheets.
03
Training Hub
Bringing operational training directly into logistics systems and reducing training effort.
Deep dive
Returns
Returns
01
Building a new returns operation from the ground up.
The challenge combined a significant business opportunity with an operational process that was fragmented, partially offline and vulnerable to errors and fraud.
The goal was to design both the ideal operational process and the system supporting it, while creating a model that could scale consistently across six countries.
The challenge
A business problem disguised as an operations problem.
The existing returns process lacked traceability and control, creating inefficiencies and financial risk.
At the same time, there was an estimated multi-million-dollar opportunity tied to bringing returns, triage and product destination processes closer to the operation.
Leadership
Designing the conditions for good decisions.
I led two senior designers while acting as one of the central leaders of the multidisciplinary group.
My work moved between hands-on execution, mentoring and facilitating decisions across Product, Operations, Operational Excellence and Technology.
Outcomes
01
More control
Increased traceability across the returns process.
02
Less risk
Better identification of improper returns and fraud exposure.
03
More scale
A standardized operational model designed for six countries.
Next project
Facily Redesigning logistics from the operation outward. →