Sr. Mgr Reverse Supply Chain - Returns amp Customer Experience Remote

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This position is responsible for leading Returns & Expense Reduction projects supporting all of Reverse Supply Chain. They are responsible for being the expert in evaluating the business needs, helping define the new capability needs to support the business objectives, and along with cross functional teams road maps for the new customer returns experience capabilities. In addition, this position is responsible for partnering and influencing our cross functional partners, driving change management, managing and minimizing expense, and ultimately successful delivery of these new business capabilities and/or transition to run the business. This role manages a project(s) without any direct reports.


This position directly impacts the customer returns experience and helps to drive industry leading processes & policies by partnering cross-functionally internally and externally. Our team is the focal point for all experiences linked to Returns & Exchanges – partnering with teams in services, merchants, IT retail operations, .com, Supply Chain and legal provide clarity for the organization. We initiate and lead projects cross-functionally, provide decision support and tools with our data resource capabilities, and advance critical capabilities solving challenges for RSC, Supply Chain and **MEMBERS ONLY**SIGN UP NOW***..
Key Responsibilities
Customer Returns Experience Design Lead
Design industry leading return Customer Experiences
Develop experiences for customer to engage in leading them to the product for their lifestyle
Develop support capabilities both DIY and interactives to prevent the return
Build capabilities for customers to chat and text for support
D&T roadmap advisor for return & support capabilities
Return Process, Policy Ownership & Advocacy –
operations focused on end to end.
Strategy Ownership of Return Policy
Bring to life operational capability needs supporting the return policy
Restocking fee capability owner & reporting
Monitor changes for competitor return policies & processes
Ownership for directing sku attribute updates for policy related needs. This includes D&T support/connection – system match policy and timing
Merchant support for return policy for new product introductions
Manage Holiday Policy changes with cross-functional support teams (legal, retail, .com, etc.)
Process development, change management, transition to and run the business
Build capabilities for returns to be able to be managed by our vendors (SDF high touch returns)
Influence Retail sales strategy with returns prevention as main focus area
Membership returns connection (should be strategy involvement)
D&T connection for returns strategy needs
Link into Retail for HLM, Leadership Mtgs., etc.
WAVE Administration for larger workstreams
Employee Management and Development
Provides oversight and supports broader Returns & Expense & RSC teams as needed
Provides leadership and development to team members
Drives team engagement and involvement
Basic Qualifications:
5 years Supply Chain, Operations Planning, Demand/Forecasting Planning or Merchant Experience
2 years creating, designing and improving complex process
5 years Project management leading medium to large scale projects/programs with multiple work streams across matrix organization
Preferred Qualification:
Experience developing customer strategies

Company info

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