About the Role**This is a U.S based remote role**
Happy Returns is seeking a Senior Manager, China eCommerce Partnerships to serve as the strategic lead for our Enterprise cross-border China eCommerce initiatives. This role sits on the Customer Success team and is responsible for driving alignment and execution across Marketing, Business Development, Customer Success, Onboarding, Operations, and Product to support business growth and deliver exceptional customer experience.
This person will work directly with key retailers and 3PL partners based in China. They will build the operating model, communication cadence, escalation framework, and roadmap alignment needed to support and scale our cross-border business as more customers join the platform.
This is a highly cross-functional role for someone who is equally comfortable building relationships, driving programs, solving operational issues, and creating structure in a fast-moving environment.
What You'll Do- Lead the end-to-end relationship and operating model for our newest China based customer, while supporting broader cross-border eCommerce initiatives and business growth opportunities.
- Act as the primary cross-functional program lead across marketing, business development, customer success, onboarding, operations, and product
- Build and maintain the operating playbook for this business, including relationship cadence, governance, escalation paths, communication flows, and internal accountability
- Partner directly with various partner roles (Leadership, Ops, day-to day etc.) based in China to drive alignment, resolve issues, and strengthen collaboration
- Identify and close process gaps across teams to improve execution, visibility, and customer outcomes
- Translate customer and partner needs into clear internal priorities and coordinate with product on roadmap alignment
- Develop scalable workflows and frameworks to support additional cross-border customers as the business grows
- Lead critical issue resolution and serve as the central point of coordination for escalations
- Ensure key stakeholders are informed, aligned, and moving against shared goals
- Support strategic planning and operational readiness for expansion within the China eCommerce ecosystem
What We're Looking For- 5+ years of partner management, project management, customer success, business operations, or related cross-functional leadership experience
- Fluency in both Mandarin and English, with the ability to work effectively in both languages in professional settings
- Strong experience working in China eCommerce, cross-border commerce, or closely related digital marketplace environments
- Proven ability to work directly with China-based partners, customers, or platform teams
- Demonstrated success leading complex, cross-functional programs with multiple stakeholders
- Strong executive communication, relationship management, and stakeholder alignment skills
- Ability to create structure, define processes, and build scalable operating models in ambiguous environments
- Strong judgment, ownership, and follow-through
- Flexible schedule with the ability to support business needs across China and U.S. time zones as required
- Ability to travel domestically and internationally, including periodic travel to China, based on business needs and partner requirements
Preferred Qualifications- MBA or other advanced business degree
- Experience living and working in China
- Deep understanding of business practices, communication norms, and relationship management in China
- Background in eCommerce, logistics, operations, customer success, or platform partnerships
What Success Looks Like- Key accounts have a clear, consistent, and effective operating cadence with Happy Returns
- Internal teams are aligned on priorities, ownership, and escalation paths
- China-based customers and partners experience strong communication and coordinated execution
- Product, operational, and commercial priorities are translated into a practical roadmap and action plan
- The business has a scalable playbook that supports growth as more cross-border customers join the platform
Why This Role MattersThis role is critical to scaling one of our most strategic emerging business areas. The right candidate will bring the language skills, market understanding, program leadership, and cross-functional influence needed to help Happy Returns build a durable and scalable presence in the China eCommerce ecosystem.
