Senior Return Center Manager

Job Description

The senior return center manager is responsible for overseeing the daily operations and management of a company's product returns processing center. This is a leadership role that involves supervising a team of return center staff, implementing efficient workflows, and ensuring customer satisfaction with the returns experience.

Key Responsibilities:

• Manage the full lifecycle of product returns, from receiving, inspecting, and processing returned items to determine the appropriate disposition (e.g. refurbish, restock, recycle).
• Led a team of return center associates, customer service representatives, and logistics coordinators - providing direction, training, and performance management.
• Develop and implement policies, procedures, and metrics to improve the efficiency, accuracy, and turnaround time of the returns process.
• Analyze return data and identify opportunities to reduce return rates and costs through process improvements.
• Ensure compliance with all relevant regulations, company policies, and quality standards.
• Manage the returns center budget and oversee the procurement of necessary equipment and supplies.
• Serve as the main point of contact for escalated customer returns issues.