• Sr. Manager, Reverse Supply Chain Operations

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At Zappos, we look for people who will show up as their whole self because we value diversity and inclusion, as well as people who enjoy fun and maybe even a little weirdness. So be sure to check on whether you’re aligned with our company values and culture. If you think you can see yourself delivering WOW as a member of the Zappos family, then check out the job description below!

Company Culture is at Our Core

Our 10 Core Values are more than just words, they're a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run. 
Do our values speak to you?

1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble

Company Perks: Quick Reference

• Zappos pays 100% of every employee’s medical, dental, and vision benefits.

• Zappos pays 100% of 12 therapy, mental health, or coaching session annually.

• A multitude of benefits and incentives to stay mentally and physically healthy and fit.

• Meaningful assistance programs like professional development, mentoring, and 401k with employer contribution.

• Paid time off for life, vacations, staycations, and rest.

• A generous Zapponian discount program.

• Make an impact through volunteer adventures and other community programs.

• Want to have some fun, too? Yes, please! Enjoy team building, family spirit, and plenty of room to recharge!

Zapponian [noun| employee of Zappos]. You are self-motivated. You think like an entrepreneur, constantly innovating and driving positive change, but more importantly, you consistently deliver mind-boggling results.

Bold [adjective| not afraid of anything]. A role at Zappos is an opportunity to be a part of something different. To go bold. We’re a company that isn’t afraid to take risks and question the status quo. Oh yeah, we like to have fun too.

Perks [noun| the good stuff you get for working hard]. Zappos pays 100% of your medical, dental and vision premiums. Primary care visits, dental exams, eye exams and generic prescriptions are all free. Plus matching 401k, life coaches, orthodontic benefits, and more. And don’t forget, an unlimited 40% Zappos.com discount.

1990s [noun| a decade we love, but no longer live in]. Old school cover letters are so 1990. Want to show us who you really are? Create a video cover letter. A flash mob, a comedic monologue… whatever showcases your passion for Zappos and the work you’d be doing! Videos are not required, but if you create it, we’ll watch it.

Scout [noun| you're a recruiter, too]. As a Zapponian, we’ll ask that you always keep your eye out for great talent to join our family. Consider yourself an extension of the recruiting team, scouting for the best people to grow our company.

SUMMARY

As the Senior Manager, Reverse Supply Chain Operations at Zappos.com, you will lead efforts to improve the efficiency of our reverse supply chain, while simultaneously enhancing the Customer Experience at every touch point. You will be responsible for developing and executing strategies to enhance customer satisfaction, reduce reverse supply chain costs, and improve operational efficiency while driving continuous improvement initiatives that favorably impact the P&L. This role requires a visionary leader with a passion for customer-centricity, strong analytical skills, and a track record of driving results in a fast-paced, operational environment.
You will be an individual contributor responsible for delivering exceptional customer experiences and cost savings across multiple channels, while diving deep into returns data to influence strategic business decisions. Your role involves strategic leadership, customer experience management, process improvement, cost-benefit analytics, and operational excellence.

WHAT YOU WILL BE DOING

· Driving Innovation: Enhance the customer experience for the returns drop-off process, leveraging cutting-edge technologies and creative solutions.

· Strategic Leadership: Develop and implement plans to optimize returns routing and drive continuous improvement.

· Customer Experience Management: Define strategies to exceed customer expectations and analyze Voice of the Customer (VOC) data for insights.

· Operational Excellence: Ensure efficient operation of technology, systems, and processes, and collaborate with cross-functional teams to resolve issues.

· Sharing qualitative and quantitative reverse supply chain cost data to ensure senior leaders keep a pulse on returns shipping Cost Per Unit (CPU), to inform decision-making, and to support ongoing innovation & improvements.

· Maintaining a working knowledge of the entire reverse supply chain operation as well as project operation.

· Designing long-term strategies and mechanisms to ensure right outcomes for the business and customers.

· Developing and maintaining relationships with key stakeholders in other business units to improve cross-functional collaboration.

WHAT YOU BRING TO THE TABLE

· At least six (6) years of program management experience, with extensive operational knowledge.

· At least eight (6) years of experience in budget management, project prioritization, and/or resource allocation.

· Reverse Supply Chain Experience: Experience managing reverse supply chain operations.

· Transportation Expertise: In-depth knowledge of transportation operations, technologies, and industry best practices.

· Communication and Interpersonal Abilities: Customer-centric mindset with excellent communication skills. Strong interpersonal and leadership skills to influence across the organization.

· Analytical Mindset: Proficiency in data analysis and performance metrics.

· Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Ability to prioritize amidst ambiguity and competing priorities.

· Excellent problem solving and negotiation skills.

· Microsoft Office proficient.

WHAT REALLY WOWS US

· College degree in a related field of study.

· Proficiency in Tableau and/or Everclear.

· Deep Subject Matter Expertise in Reverse Logistics.

The Fine Print

Applicants must be authorized to work for any employer in the U.S. Zappos is unable to sponsor or take over sponsorship of an employment visa for applicants at this time.

The Zappos Family of Companies is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at [email protected] or call us at 1.702.943.7777.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.