Sr Mgr, Returns & Operations

<div class="content-intro"><p style="line-height: 1.3;"><span style="font-family: geist, arial, sans-serif; font-size: 12pt;"><strong>Company Summary</strong></span></p> <p style="line-height: 1.3;"><span style="font-family: geist, arial, sans-serif; font-size: 12pt;">Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we’re just getting started!</span></p></div><p>&nbsp;</p> <p><strong>Job Summary:&nbsp;</strong></p> <p>The Senior Manager, Returns &amp; Operations is responsible for leading Zoro’s end-to-end post-delivery operations, including returns, replacements, warranty claims, warehouse operations, and delivery exceptions. This role defines the operating model, uses operational and financial analysis to guide decisions, and develops capabilities that improve customer outcomes, operating cost, and scalability.</p> <p>&nbsp;</p> <p><strong>Duties and Responsibilities:&nbsp;</strong></p> <ul> <li>Lead post-delivery operations, including returns, replacements, warranty claims, missing or incorrect items, warehouse operations, and other customer-resolution activities.</li> <li>Develop and execute the Returns &amp; Operations strategy and establish scalable operating processes, governance, and service standards.</li> <li>Develop business cases and operating requirements for Zoro’s current &amp; future capabilities including third-party logistics partnerships and Zoro-operated fulfillment capabilities.</li> <li>Establish key performance indicators, dashboards, and operating reviews to improve customer outcomes, reduce operating costs, and prioritize investments.</li> <li>Lead cross-functional initiatives and present recommendations to senior leaders concerning post-delivery strategy, operational improvements, and investments.</li> <li>Improve operational performance through automation, process optimization, Lean principles, and technology that increase efficiency, improve service levels, and reduce defects.</li> <li>Manage relationships with vendors and third-party logistics providers by establishing performance expectations, governance processes, and accountability.</li> <li>Develop employees through coaching and succession planning, and establish clear accountability for customer, operational, and financial outcomes.</li> </ul> <p><strong>Qualifications:</strong></p> <ul>