Returns Team Operations Specialist

Job Title: Returns Specialist

Estimated Length: 1 year with the opportunity to extend to 2 years based on performance

Pay: $35/hr. - $40/hr.

Location: Palo Alto, CA

Position Overview:

Would you like to create the next general processes and tools at the “World’s Largest Search Engine?” If so, this opportunity is for you! In order for us to deliver an amazing customer experience, we need to create new exciting products that offer an easy and risk-free way to shop.

We need to design, prototype and test processes for customer returns and merchant returns for the Reverse Logistics team. The Returns Specialist will be tasked with working with returns operations team nationally to understand the challenges they face and learn the ins and outs of the operations at the local level. They will then be required to create operational requirement documents and work cross-functionally to develop and deliver tools and processes that improve operational efficiency. The ability to improve a process is fundamental. Performance metrics and launch dates must be met, but that must be balanced with a focus on our customer experience and cost targets.

Cross-functional coordination is a critical part of this role. You will be ensuring Operations, Product and Engineering milestones are all in sync. You will create an atmosphere where people feel a sense of ownership but also a great sense of camaraderie as we strive to expand our business.

Qualifications:

  • Experience (1-2 years) working in or partnering with operations
  • Experience (1-2 years) working in a change management intensive role
  • Bachelor’s degree in Engineering, Supply chain, or Operations management preferred
  • Acquainted with root cause analysis and process design
  • Familiar in Lean and/or Six Sigma process improvement methodologies
  • Be proactive, process and data driven, with a strong focus on long-term sustainability
  • Must be a change agent with the ability to successfully articulate operational requirements to Product and Engineering
  • Able to express information through strong verbal and written communications
  • Must work well under deadline pressure and adhere to aggressive SLAs
  • Communicates honestly and openly, working well in a team dynamic and always being open to feedback
  • Ability to multitask, while maintaining focus on goals set by program managers

Responsibilities:

  • Simplify and enhance current return processes through continuous improvement, Lean, and Six Sigma process improvement methodologies
  • Design, prototype and test reverse logistics processes for customer returns and value recovery operations
  • Develop tools using Google Docs and Google Apps Scripts to streamline workflows and enable scalability
  • Create business cases and operational requirement documents for submission to Product and Engineering for new feature requests
  • Coordinate with Product and Engineering on timing for new feature launches
  • Roll-out new processes to users, produce detailed user documentation, and ensure users are properly trained
  • Support geographical and merchant expansion initiatives to extend the reverse logistics architecture
  • Install robust processes and ensure quality through timely bug resolution
  • Document existing and new processes to enable standardization
  • Coordinate with operations and/or merchants to comply with established processes

To Apply: Apply Online or send your resume to vicky.winans@adeccona.com

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

  • Apply with Adecco

Reference number US_EN_99_022211_11973956