B&H Photo Video
Director of Reverse Logistics – B&H Photo Video
Overview The Director of Reverse Logistics is responsible for the strategic oversight and operational execution of the company’s reverse supply chain ecosystem including product returns, refurbishment, recycling, and warranty fulfillment. This leader will be a visionary with a track record of enhancing customer experience, optimizing operations, and driving process improvements. The role requires exceptional leadership, strong communication, and cross-functional collaboration to align multiple departments toward common goals. The candidate will leverage data analytics, root cause analysis, and continuous improvement strategies to drive results.
Key Responsibilities
Leadership & Strategy
Define and implement a long-term strategy for reverse logistics operations that aligns with broader business objectives.
Build, develop, and retain a high-performing team, fostering accountability, continuous improvement, and adaptability.
Provide leadership in change management, ensuring buy-in from key stakeholders, especially among tenured employees resistant to process shifts.
Create clear performance expectations and succession plans for key roles within the department.
Lead with emotional intelligence, managing difficult conversations and motivating teams to drive operational excellence.
Customer Experience & Process Improvement
Develop customer-centric return and service programs that enhance satisfaction and simplify processes.
Identify and eliminate pain points in the returns and refurbishment process to improve efficiency and reduce cycle time.
Monitor and analyze customer feedback and return trends to refine policies and improve product lifecycle management.
Collaborate with the customer service team to ensure seamless issue resolution and a hassle-free return experience.
Operational Excellence & Risk Management
Establish and monitor KPIs related to return rates, processing times, inventory recovery value, and customer resolution speed.
Implement root cause analysis (RCA) methodologies to identify underlying issues driving excessive returns, quality defects, and process inefficiencies.
Develop cost-reduction strategies to optimize transportation, labor, and inventory management expenses.
Drive sustainability initiatives, including waste reduction, refurbishing programs, and responsible disposal practices.
Identify and mitigate supply chain and transportation risks, ensuring business continuity in the face of disruptions.
Cross-Functional Collaboration & Communication
Serve as the key liaison between operations, customer service, and IS to enhance returns and RTV processes.
Conduct regular cross-functional meetings to track vendor performance, troubleshoot inefficiencies, and improve coordination.
Ensure alignment between customer service teams and RTV policies to reduce disputes and improve customer satisfaction.
Provide executive-level reporting on return rates, vendor performance, financial impact, and process improvements.
Qualifications
Education: Bachelor’s degree in Management, Business, Logistics, or related field required; Master’s degree (MBA or Operations/Supply Chain) preferred.
Experience: Minimum 5 years in senior management within reverse logistics, RTV, or supply chain operations; proven ability to lead teams and drive process improvements.
Knowledge & Skills: Process optimization, data-driven decision making, customer experience focus, cross-functional leadership, financial acumen (RTV credits, P&L impact, inventory costs), and compliance & risk management.
Vendor & Contract Management: Experience with RTV agreements, vendor performance tracking, and cost optimization.
Location & Travel
Based in Midtown, NY with occasional travel to the Burlington, NJ Returns facility.
Employment Details
Seniority level: Director
Employment type: Full-time
Job function: Distribution and Supply Chain
Industries: Transportation, Logistics, Supply Chain and Storage and Warehousing
Benefits
Medical insurance
Vision insurance
401(k)
Tuition assistance
Disability insurance
Base pay range: $180,000.00/yr - $205,000.00/yr
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Overview The Director of Reverse Logistics is responsible for the strategic oversight and operational execution of the company’s reverse supply chain ecosystem including product returns, refurbishment, recycling, and warranty fulfillment. This leader will be a visionary with a track record of enhancing customer experience, optimizing operations, and driving process improvements. The role requires exceptional leadership, strong communication, and cross-functional collaboration to align multiple departments toward common goals. The candidate will leverage data analytics, root cause analysis, and continuous improvement strategies to drive results.
Key Responsibilities
Leadership & Strategy
Define and implement a long-term strategy for reverse logistics operations that aligns with broader business objectives.
Build, develop, and retain a high-performing team, fostering accountability, continuous improvement, and adaptability.
Provide leadership in change management, ensuring buy-in from key stakeholders, especially among tenured employees resistant to process shifts.
Create clear performance expectations and succession plans for key roles within the department.
Lead with emotional intelligence, managing difficult conversations and motivating teams to drive operational excellence.
Customer Experience & Process Improvement
Develop customer-centric return and service programs that enhance satisfaction and simplify processes.
Identify and eliminate pain points in the returns and refurbishment process to improve efficiency and reduce cycle time.
Monitor and analyze customer feedback and return trends to refine policies and improve product lifecycle management.
Collaborate with the customer service team to ensure seamless issue resolution and a hassle-free return experience.
Operational Excellence & Risk Management
Establish and monitor KPIs related to return rates, processing times, inventory recovery value, and customer resolution speed.
Implement root cause analysis (RCA) methodologies to identify underlying issues driving excessive returns, quality defects, and process inefficiencies.
Develop cost-reduction strategies to optimize transportation, labor, and inventory management expenses.
Drive sustainability initiatives, including waste reduction, refurbishing programs, and responsible disposal practices.
Identify and mitigate supply chain and transportation risks, ensuring business continuity in the face of disruptions.
Cross-Functional Collaboration & Communication
Serve as the key liaison between operations, customer service, and IS to enhance returns and RTV processes.
Conduct regular cross-functional meetings to track vendor performance, troubleshoot inefficiencies, and improve coordination.
Ensure alignment between customer service teams and RTV policies to reduce disputes and improve customer satisfaction.
Provide executive-level reporting on return rates, vendor performance, financial impact, and process improvements.
Qualifications
Education: Bachelor’s degree in Management, Business, Logistics, or related field required; Master’s degree (MBA or Operations/Supply Chain) preferred.
Experience: Minimum 5 years in senior management within reverse logistics, RTV, or supply chain operations; proven ability to lead teams and drive process improvements.
Knowledge & Skills: Process optimization, data-driven decision making, customer experience focus, cross-functional leadership, financial acumen (RTV credits, P&L impact, inventory costs), and compliance & risk management.
Vendor & Contract Management: Experience with RTV agreements, vendor performance tracking, and cost optimization.
Location & Travel
Based in Midtown, NY with occasional travel to the Burlington, NJ Returns facility.
Employment Details
Seniority level: Director
Employment type: Full-time
Job function: Distribution and Supply Chain
Industries: Transportation, Logistics, Supply Chain and Storage and Warehousing
Benefits
Medical insurance
Vision insurance
401(k)
Tuition assistance
Disability insurance
Base pay range: $180,000.00/yr - $205,000.00/yr
Direct message the job poster from B&H Photo Video
Get notified about new Director of Logistics jobs in Manhattan, NY.
#J-18808-Ljbffr