Sr Mgr, Returns & Operations

About the role

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we're just getting started!

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.

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.
• MBA or Master's degree preferred.

Work Location

This 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.

Benefits

• 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

Pay

Illinois: $115,000—$192,600 USD • Outside of Illinois: $107,000—$178,300 USD

Schedule

Hybrid work model asking team members to be onsite at least two days a week.