Operations Manager – 12777

Length of Assignment: 12 Months

Location: Plano, TX

Schedule: Hybrid (4 in-office, 1 WFH) - Leading to fully onsite in the future

Top skills: Data analysis, Excel, SAP, reverse logistics, operations and process improvement, project management

Role and Responsibilities:

• Help re-develop the entire customer-to-client return process (reverse logistics/forward logistics) with emphasis on creating a best-in-class customer experience journey.
• Work with business operations leadership on strategic projects that positively impact the metrics and KPIs used to monitor the health of the program.
• Evaluate logistics and shipping partners’ performance and work with internal teams to create improvement plans to address any identified gaps.
• Create processes around driving recovery sales through processing returns inventory and strategic disposition into the secondary market for maximum revenue recovery.
• Design processes and publish SOPs to manage delivery exceptions for lost in transit, unexpected units, and any other exceptions of returned goods.
• Track defects and develop full reconciliation of open returns to understand root cause.
• Help manage a diverse group of vendor partners that are vital to the success of the returns program, including but not limited to contract reviews, SLA adherence, budgeting, cost analysis, and bidding.
• Partner with customer service team to understand consumer pain points and work on initiatives to improve the customer experience.
• Monitor and act on exception reporting and understand measurements of KPI’s for lead times, shipping time, backorders, shipping exceptions to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPIs.

Skills and Qualifications:

• Bachelor’s degree preferred.
• 4 years relevant experience in fulfillment or eCommerce business operations.
• Six Sigma experience preferred.
• Experience with high volume direct to consumer ecommerce fulfillment or returns illustrating process and KPI improvements to scale growth.
• Experience in returns or reverse logistics is a strong advantage.
• Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application.