Returns Operations Manager

Johnny Was, LLC

At Johnny Was, our mission is to inspire free-spirited optimism through beauty, authenticity, comfort and artistic expression. California Dreaming - the ultimate destination for those who love California and the relaxed modern bohemian lifestyle it embodies.

The Returns Operations Manager is responsible for the strategy, execution and optimization of the Direct-To-Consumer return experience for customers and Johnny Was business units. The Returns Operations Manager will contribute to brand productivity and profitability by overseeing the day-to-day operations of all eCommerce and Retail Store returns, managing data and reporting analysis, and providing valuable insights to strengthen customer loyalty and advocate for our customers' needs. Additionally, this role is expected to bring a fresh perspective to facilitate more efficient and effective return processes ensuring we consistently provide a Best-in-Class Customer Return Experience.

Position Overview :

Manage the day-to-day operations, user experience and process strategy of all DTC (Direct-To-Consumer) returns returned to our DC (Distribution Center) and BORIS (Buy Online, Return to Store).

Gather, analyze, and interpret data to identify quantifiable trends, inefficiencies, and opportunities for the improvement of the post-purchase customer journey, and return root-causes (product and manufacturing quality, delivery, operations, etc.).

Conduct ad hoc analysis to address specific business questions and provide timely insights to stakeholders via presentations, standardized reports, or recurring sessions.

• Proactively identifying areas of risk and loss by assessing trends in customer policy breaches, support interactions, and return behaviors.

Partner with internal teams on system administration tasks, reporting, system errors, and escalation ticketing, to ensure data accuracy and consistency.

Evaluate and enhance current returns operational workflows, making independent recommendations to improve efficiency, scalability and accuracy.

Own the development of return process training materials and support Cross-Functional Leaders with training related initiatives.

Maintain collaborative relationships with our DC Partner and Johnny Was leadership teams to assure the complete scope of return operations remains compliant within brand policies, standardized processes, KPIs, and SLA's.

Accurately record, maintain and action as needed a database of requested, confirmed, outstanding and processed returns.

Manage and process return escalations, ineligible returns, refund processing errors and conduct customer outreach as needed.

Regularly partner with Johnny Was leadership teams on post-purchase / returns digital product and feedback-based action plans to update the user experience.

Monitor, action, and escalate Return API / Flat File integration errors in support of Operations, Product and Customer Solutions Teams

Maintain knowledge on emerging retailer return trends, relevant returns technology and return related DTC strategies.

Maintain proficiencies of all payment processing systems and return related customer communication.

Act as a SME on www.johnnywas.com customer policy, terms, and conditions.

Act as a SME on www.johnnywas.com product, styles, and collections.

Maintain and cultivate effective relationships with internal departments that fosters compassion, respect, and teamwork.

Adhere to and ensure compliance of company guidelines and department policies.

Perform other related duties as required and assigned.

What happens next?

If you are interested in this opportunity, please apply! You will receive an email confirming we received your application. We will review your application as soon as possible. You can update your resume or information at any time by accessing your candidate profile.

This Company is an equal opportunity employer and does not discriminate against qualified applicants based on based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, or any other characteristic protected by law. If you need an accommodation to complete an online application, please contact the location you are applying to or contact us at HRRecruitingandonboarding@oxfordinc.com or 1-888-725-1899.

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Johnny Was participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.

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