Sr. Program Manager, Direct to Disposition, ReCommerce - Under the Roof

About the role

You will own the program objectives for our direct-to-disposition program, working at the intersection of product innovation, operations optimization, and supply chain transformation. You will collaborate with product managers, program managers, software developers, vendor managers, and internal and third-party operations stakeholders to build solutions that fundamentally change how we process returns. You will have end-to-end visibility across the return supply chain and the opportunity to innovate on behalf of our customers at scale.

Responsibilities

• Drive program objectives through effective program management, project planning, implementation oversight, and development of processes and documentation.
  • This includes onboarding new partners with innovative capabilities and configuring returns injections in the direct-to-disposition program.
• Design and scale services and tools that grow with business volume and complexity.
  • This includes ownership of the program to implement total recovery optimized logic at return creation to route returns efficiently to their final disposition.
• Develop and track key performance indicators and service level agreements.
  • This includes supporting xBR, periodic status updates, and creation of benchmark data.
• Lead cross-functional communication for program updates, policies, and processes.
  • Drive resolution of critical customer issues through root cause analysis.
• Negotiate and establish efficient processes across partner teams to eliminate dependencies and defects.

Qualifications

• 5+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership.

Preferred Qualifications

• 2+ years of driving process improvements experience.
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.
• Knowledge of general AI tools.
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions.