TITLE: Operations Manager - Returns

POSITION TYPE: Full Time (W2)

LOCATION: Plano, TX

ABOUT WorldLink:

WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.

Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.

We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.

For more information about our craft, visit https://worldlink-us.com .

WHO we’re looking for:

We are looking for an Operations Manager - Returns who will be responsible for helping redevelop the entire customer-to-company return process with emphasis on creating a best-in-class customer experience journey.

Role and Responsibilities:

• 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 take action 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.

Required Experience and Education:

• 4 years relevant experience in fulfillment or eCommerce business operations.
• Bachelor’s degree preferred.
• 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.

Necessary Skills and Attributes:

• Self-motivated individual with the ability to thrive in a team-based or independent environment.
• Detail-oriented with strong organization skills.
• Ability to work in a fast-paced environment.
• Limited supervision and the exercise of discretion.

Physical Demands:

The physical demands described here are representative of those that must be met by contract employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the contract employee is occasionally required to stand, clean, crawl, kneel, sit, sort, hold, squat, stoop, stand, twist the body, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs or ladders and scaffolding, talk or hear, and lift up to 20 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90% ) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.

Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. May require working additional time beyond normal schedule and periodic travel.

WHAT we’ll bring:

During your interview process, our team can fill you in on all the details of our industry-competitive benefits and career development opportunities. A few highlights include:

• Medical Plans
• Dental Plans
• Vision Plan
• Life & Accidental Death & Dismemberment
• Short-Term Disability
• Long-Term Disability
• Critical Illness/ Accident/ Hospital Indemnity/ Identity Theft Protection
• 401(k)

WHAT you should know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. WorldLink is an Equal Employment Opportunity and Affirmative Action employer. All employment at WorldLink is decided on the basis of qualifications, merit, and business need. We endeavor to continue our footprint as a diverse organization by highlighting opportunities for all people. WorldLink considers applicants for all positions without regard to race, color, religion or belief, sex, (including pregnancy and gender identity), age, national origin, political affiliation, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need assistance with any part of the application process should contact us.

This job description is designed to cover the main responsibilities and duties of the role but is not designed to be a comprehensive list of all.