Senior Manager, Returns
About ShipMonk
ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.
Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
Our values are the heart of our culture. We're looking for individuals who embody these principles every day.
● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
● People make ShipMonk: We believe in our team and invest in our people.
● Change the score: We challenge the status quo, constantly innovating and improving.
● Get sh*t done: We're a fast-paced, high-growth company that values action and results.
ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
We are seeking a dynamic and results-driven Senior Manager to lead ShipMonk’s enterprise Returns offering. This role serves as a central operator, strategist, and Merchant-facing representative, ensuring Returns initiatives are properly launched, executed, measured, and reported, while aligning tightly with business goals and supply chain strategy.
The ideal candidate must have strong cross-functional leadership experience, an operational background, project management skills, and the ability to communicate technical needs to Product and Operational teams alike.
What you'll do:
- Project Execution & Governance:
Lead strategic initiatives from end to end—scoping, launch, execution, performance measurement, and reporting—ensuring alignment with company priorities. - Stakeholder Partnership:
Collaborate with the C-suite and senior executives to shape the Returns offering in support of business growth and improving operational efficiency. - Technical & Business Translation:
Work closely with developers to translate business needs into technical requirements, ensuring clear communication and successful delivery of solutions. - Process Innovation:
Drive improvements in reverse logistics and Returns processes by identifying operational gaps, soliciting customer feedback, and creating scalable, customer-centric solutions. - Data-Driven Decision Making:
Build and present basic ROI analyses for all proposed and active projects, supporting investment decisions with data and clear business cases. - Analytics & Technology Enablement:
Leverage advanced analytics and digital tools to enhance project visibility, performance tracking, and exception management. - Cross-functional Leadership:
Mentor and guide diverse project teams, including logistics, procurement, operations, and analytics professionals, fostering collaboration and accountability. - Business Development Support:
Contribute to proposal writing, opportunity analysis, and thought leadership efforts that promote innovation and industry relevance. - Strategic Problem Solving:
Address enterprise-wide logistics challenges including shifting scopes of work, capacity constraints, and process inefficiencies through structured and creative approaches.
What you'll need:
- Bachelor’s degree in Industrial Engineering, Business Administration, Process Management, Supply Chain, or related fields (required).
- 7+ years of experience managing cross-functional projects in logistics, operations, supply chain, or Returns environments.
- Proven track record of launching and leading multiple types of projects, from system-based improvements to process overhauls.
- Strong analytical skills with experience in building ROI and cost-benefit analyses.
- Comfortable interfacing with executive leadership and technology teams.
- Experience in companies that manage returns and value-added service flows (preferred).
- Excellent communication, stakeholder management, and organizational skills.
- Willingness to travel 20%–30% of the time across operational sites and client locations.
We are exceptionally proud of our designated, brilliant ShipMonkers -- the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values.
ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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