Head of Returns & Post-Delivery Operations (Hybrid)

Zoro.com; Janesville (WI); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Medical,dental,vision & life insurance

Paid parental leave

401K with company match

Tuition reimbursement

Wellbeing & mental health support

Paid time off & holidays

Office perks in Chicago

Adoption assistance

Job summary

Zoro.com seeks a Senior Manager, Returns & Operations to lead end-to-end post-delivery activities, including returns, replacements, warranty claims, and delivery exceptions. You will define operating models, use data to guide decisions, and build capabilities to improve customer outcomes and reduce costs.

The role requires developing scalable processes, dashboards, and governance, while coaching teams and partnering with logistics providers to optimize reverse logistics and fulfillment.

Qualifications

• Bachelor's degree in Industrial Engineering, Supply Chain, Operations Management, Business, or a related field required.
• 7+ years’ experience in logistics, supply chain, fulfillment, distribution, or operations required.
• 5+ years’ experience managing employees and leading cross-functional teams required.
• Experience developing and executing operational strategies and scalable processes required.
• Experience leading cross-functional initiatives that improve customer and business outcomes required.
• Experience leading automation, continuous-improvement, or process-optimization initiatives using Lean, Six Sigma, or similar methodologies required.
• Experience in fulfillment operations, reverse logistics, warehouse management, or third-party logistics networks required.

Responsibilities

• Lead post-delivery operations, including returns, replacements, warranty claims, missing or incorrect items, warehouse operations, and other customer-resolution activities.
• Develop and execute the Returns & Operations strategy and establish scalable operating processes, governance, and service standards.
• Develop business cases and operating requirements for current & future capabilities including third-party logistics partnerships and Zoro-operated fulfillment capabilities.
• Establish key performance indicators, dashboards, and operating reviews to improve customer outcomes, reduce operating costs, and prioritize investments.
• Lead cross-functional initiatives and present recommendations to senior leaders concerning post-delivery strategy, operational improvements, and investments.
• Improve operational performance through automation, process optimization, Lean principles, and technology that increase efficiency, improve service levels, and reduce defects.
• Manage relationships with vendors and third-party logistics providers by establishing performance expectations, governance processes, and accountability.
• Develop employees through coaching and succession planning, and establish clear accountability for customer, operational, and financial outcomes.

Skills

Post-delivery ops mgmt

Cross-functional leadership

Operational strategy

Lean / Six Sigma

Automation & process optimization

Vendor & logistics mgmt

Education

Bachelor's degree in Industrial Engineering, Supply Chain, Operations Management, Business

MBA or Master's degree preferred

Job description

Zoro.com seeks a Senior Manager, Returns & Operations to lead end-to-end post-delivery activities, including returns, replacements, warranty claims, and delivery exceptions. You will define operating models, use data to guide decisions, and build capabilities to improve customer outcomes and reduce costs.

The role requires developing scalable processes, dashboards, and governance, while coaching teams and partnering with logistics providers to optimize reverse logistics and fulfillment.