Sbhonline
Returns Management System (RMS) Manager
Location:
New York, NY Position Type:
Full-Time Schedule:
Monday through Friday, Standard Business Hours Salary: Based on Experience
Position Overview We are seeking a highly capable
Returns Management System (RMS) Manager
to own and oversee all product returns and exchanges in a fast-paced e-commerce startup environment. This role manages the full reverse logistics lifecycle and plays a critical role in customer satisfaction, vendor accountability, fraud prevention, and margin protection.
This is a
hands-on, entrepreneurial role
requiring strong judgment, attention to detail, and confidence in navigating complex vendor and customer situations. You will be responsible for building scalable systems while managing one of the most operationally and financially sensitive areas of the business.
Key Responsibilities Returns Processing & Workflow Management
Own the full returns lifecycle from authorization through restocking or vendor return
Inspect returned merchandise for condition, authenticity, and policy compliance
Process refunds, exchanges, and store credits accurately and efficiently
Coordinate return logistics with vendors, including defective items and warranty claims
Handle high-value returns with detailed documentation and tracking
Ensure timely processing aligned with customer and company expectations
Vendor Coordination & Accountability
Communicate return authorizations and requirements to vendors
Manage vendor liability, reimbursements, and chargebacks
Track vendor-liable vs. customer-liable returns
Address defective merchandise, quality issues, and authenticity concerns
Escalate chronic vendor quality or policy issues to leadership
Partner with Accounting on vendor deductions and credits
Returns Analysis & Vendor Performance
Track return rates by vendor, product category, and reason
Identify patterns indicating quality issues, fraud, or policy abuse
Generate regular reporting on returns, processing time, and vendor performance
Flag underperforming vendors and recommend corrective action
Provide data-driven insights to improve sourcing and vendor management
Fraud Prevention & Risk Management
Investigate suspicious return activity and abuse patterns
Identify serial returners, wardrobing, tag switching, and counterfeit activity
Make judgment calls on denying returns when policy violations occur
Document fraud cases and coordinate with Customer Service on disputes
Protect company assets while maintaining professional customer handling
Customer & Vendor Dispute Resolution
Resolve escalated return disputes with customers and vendors
Mediate disagreements over item condition or refund eligibility
Make final determinations on contested returns with proper documentationBalance customer experience with company protection
Quality Control & Authentication
Assess returned goods for authenticity and condition
Document defects, damage, or discrepancies with photos and notes
Determine restock eligibility or vendor return requirements
Flag counterfeit or misrepresented merchandise
Reverse Logistics
Manage physical return shipments and tracking
Coordinate with carriers for pickups and delivery confirmation
Track lost or delayed packages and follow up accordingly
Optimize return shipping costs and processes
Policy Development & Enforcement
Develop and enforce return policies that protect the business
Maintain consistent application of return rules
Recommend policy changes based on operational data
Train Customer Service teams on return policies and guidelines
Cross-Functional Collaboration
Coordinate with Accounting on refunds, credits, and chargebacks
Partner with Customer Service on authorizations and escalations
Work with Operations/OMS on replacements and exchanges
Provide leadership with regular updates on return trends and risks
Process Improvement & Systems
Build scalable return workflows as volume grows
Identify and resolve bottlenecks
Maintain accurate records and documentation
Manage returns within Shopify and integrated systems
Collaborate with tech teams on RMS improvements
Required Qualifications
3–5 years of experience in returns management, reverse logistics, or operations
Strong analytical and judgment skills
Experience managing vendor chargebacks and return liability
Excellent documentation and organizational skills
Proven ability to handle disputes and enforce policies under pressure
Experience with fraud detection and pattern recognition
Strong communication skills with customers and vendors
Comfortable working independently with high accountability
Startup or high-growth environment experience
Preferred Qualifications
Luxury retail or fashion e-commerce experience
Apparel/textile quality assessment or authentication knowledge
Shopify or similar e-commerce platform experience
Understanding of marketplace return models and split liability
Loss prevention or fraud investigation background
International or European vendor experience
What Makes You Successful in This Role
Strong judgment and confidence making tough decisions
Comfortable enforcing policies and denying fraudulent returns
Detail-oriented and highly accountable
Able to manage conflict professionally
Data-driven and pattern-focused
Understands that every return directly impacts profitability
Thrives in a build-as-you-go startup environment
#J-18808-Ljbffr
New York, NY Position Type:
Full-Time Schedule:
Monday through Friday, Standard Business Hours Salary: Based on Experience
Position Overview We are seeking a highly capable
Returns Management System (RMS) Manager
to own and oversee all product returns and exchanges in a fast-paced e-commerce startup environment. This role manages the full reverse logistics lifecycle and plays a critical role in customer satisfaction, vendor accountability, fraud prevention, and margin protection.
This is a
hands-on, entrepreneurial role
requiring strong judgment, attention to detail, and confidence in navigating complex vendor and customer situations. You will be responsible for building scalable systems while managing one of the most operationally and financially sensitive areas of the business.
Key Responsibilities Returns Processing & Workflow Management
Own the full returns lifecycle from authorization through restocking or vendor return
Inspect returned merchandise for condition, authenticity, and policy compliance
Process refunds, exchanges, and store credits accurately and efficiently
Coordinate return logistics with vendors, including defective items and warranty claims
Handle high-value returns with detailed documentation and tracking
Ensure timely processing aligned with customer and company expectations
Vendor Coordination & Accountability
Communicate return authorizations and requirements to vendors
Manage vendor liability, reimbursements, and chargebacks
Track vendor-liable vs. customer-liable returns
Address defective merchandise, quality issues, and authenticity concerns
Escalate chronic vendor quality or policy issues to leadership
Partner with Accounting on vendor deductions and credits
Returns Analysis & Vendor Performance
Track return rates by vendor, product category, and reason
Identify patterns indicating quality issues, fraud, or policy abuse
Generate regular reporting on returns, processing time, and vendor performance
Flag underperforming vendors and recommend corrective action
Provide data-driven insights to improve sourcing and vendor management
Fraud Prevention & Risk Management
Investigate suspicious return activity and abuse patterns
Identify serial returners, wardrobing, tag switching, and counterfeit activity
Make judgment calls on denying returns when policy violations occur
Document fraud cases and coordinate with Customer Service on disputes
Protect company assets while maintaining professional customer handling
Customer & Vendor Dispute Resolution
Resolve escalated return disputes with customers and vendors
Mediate disagreements over item condition or refund eligibility
Make final determinations on contested returns with proper documentationBalance customer experience with company protection
Quality Control & Authentication
Assess returned goods for authenticity and condition
Document defects, damage, or discrepancies with photos and notes
Determine restock eligibility or vendor return requirements
Flag counterfeit or misrepresented merchandise
Reverse Logistics
Manage physical return shipments and tracking
Coordinate with carriers for pickups and delivery confirmation
Track lost or delayed packages and follow up accordingly
Optimize return shipping costs and processes
Policy Development & Enforcement
Develop and enforce return policies that protect the business
Maintain consistent application of return rules
Recommend policy changes based on operational data
Train Customer Service teams on return policies and guidelines
Cross-Functional Collaboration
Coordinate with Accounting on refunds, credits, and chargebacks
Partner with Customer Service on authorizations and escalations
Work with Operations/OMS on replacements and exchanges
Provide leadership with regular updates on return trends and risks
Process Improvement & Systems
Build scalable return workflows as volume grows
Identify and resolve bottlenecks
Maintain accurate records and documentation
Manage returns within Shopify and integrated systems
Collaborate with tech teams on RMS improvements
Required Qualifications
3–5 years of experience in returns management, reverse logistics, or operations
Strong analytical and judgment skills
Experience managing vendor chargebacks and return liability
Excellent documentation and organizational skills
Proven ability to handle disputes and enforce policies under pressure
Experience with fraud detection and pattern recognition
Strong communication skills with customers and vendors
Comfortable working independently with high accountability
Startup or high-growth environment experience
Preferred Qualifications
Luxury retail or fashion e-commerce experience
Apparel/textile quality assessment or authentication knowledge
Shopify or similar e-commerce platform experience
Understanding of marketplace return models and split liability
Loss prevention or fraud investigation background
International or European vendor experience
What Makes You Successful in This Role
Strong judgment and confidence making tough decisions
Comfortable enforcing policies and denying fraudulent returns
Detail-oriented and highly accountable
Able to manage conflict professionally
Data-driven and pattern-focused
Understands that every return directly impacts profitability
Thrives in a build-as-you-go startup environment
#J-18808-Ljbffr