Job Summary: The Senior Manager, Returns & 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.
Duties and Responsibilities: - Lead post-delivery operations, including returns, replacements, warranty claims, missing or incorrect items, warehouse operations, and other customer-resolution activities.
- Develop and execute the Returns & Operations strategy and establish scalable operating processes, governance, and service standards.
- Develop business cases and operating requirements for Zoro's current & future capabilities including third-party logistics partnerships and Zoro-operated fulfillment capabilities.
- Establish key performance indicators, dashboards, and operating reviews to improve customer outcomes, reduce operating costs, and prioritize investments.
- Lead cross-functional initiatives and present recommendations to senior leaders concerning post-delivery strategy, operational improvements, and investments.
- Improve operational performance through automation, process optimization, Lean principles, and technology that increase efficiency, improve service levels, and reduce defects.
- Manage relationships with vendors and third-party logistics providers by establishing performance expectations, governance processes, and accountability.
- Develop employees through coaching and succession planning, and establish clear accountability for customer, operational, and financial outcomes.
Qualifications:- Bachelor's degree in Industrial Engineering, Supply Chain, Operations Management, Business, or a related field required.
- 7+ years' experience in logistics, supply chain, fulfillment, distribution, or operations required.
- 5+ years' experience managing employees and leading cross-functional teams required.
- Experience developing and executing operational strategies and scalable processes required.
- Experience leading cross-functional initiatives that improve customer and business outcomes required.
- Experience leading automation, continuous-improvement, or process-optimization initiatives using Lean, Six Sigma, or similar methodologies required.
- Experience in fulfillment operations, reverse logistics, warehouse management, or third-party logistics networks required.
Preferred Qualifications:- MBA or Master's degree preferred.
Work LocationThis is a hybrid role based in Janesville, WI. The selected candidate may designate Zoro's Chicago, IL office as their primary office location; however, regular onsite work in Janesville will be required to support warehouse operations, team leadership, and cross-functional collaboration.
Total RewardsZoro's total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance. Total compensation will be highly competitive.
In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
- 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
- At least 18 paid time off days annually for full-time employees and 6 company holidays per year
- 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
- Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
- Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
- Employee discounts and admission to various civic and cultural institutions around Chicago
- Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views
For additional information and details regarding our benefits and our parent company, W. W. Grainger, please click on the link here.
The pay range provided is not a guarantee of compensation. The range listed reflects the expected base pay for this position at the time of posting, based on the role's job grade. Actual compensation may vary depending on factors such as location, relevant experience and individual qualifications.
Illinois
$115,000-$192,600 USD
Outside of Illinois
$107,000-$178,300 USD
