Operations Analyst

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Happy Returns, a UPS Company

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🛍️ eCommerce

📦 Logistics

🛒 Retail

eCommerce • Logistics • Retail

Happy Returns, a UPS Company, is a leader in simplifying the product return process for customers and merchants alike. The company offers a seamless returns experience through its innovative Return Bar® network, allowing customers to return items without the hassle of boxes or labels at over 8,000 locations, including over 5,000 UPS Store locations. By combining technology with reverse logistics, Happy Returns enhances customer satisfaction while streamlining retailer operations, aiming to create a delightful return experience.

📋 Description

• Track open issues from intake through resolution, ensuring clear ownership, timely follow-up, and consistent stakeholder communication • Research operational errors and quality issues to determine root cause and summarize findings for corrective action • Identify recurring themes and provide feedback to reduce repeat problems and improve process reliability • Execute retailer configuration and preference updates in the configuration management application • Support operational change management by completing and communicating updates • Build and maintain documentation, trackers, and reporting on issue volume, trends, and resolution outcomes • Partner with Operations, Customer Success, Sales, Onboarding, and other teams to resolve issues and improve the retailer experience • Contribute to scalable workflows and stronger operational controls • Assist in documenting Standard Operating Procedures for new processes and software feature launches • Manage intake, triage, escalation, and resolution of transportation and shipping-related exceptions • Coordinate day-to-day transportation issues with sites and external broker partners

🎯 Requirements

• 3+ years of experience in operations, logistics, transportation, supply chain, customer operations, or a similar analytical and cross-functional role • Ability to independently manage issue intake, prioritization, follow-up, and resolution across multiple stakeholders • Strong problem-solving skills, including investigating issues, identifying patterns, and determining root cause • Excellent written and verbal communication skills • High attention to detail and strong sense of ownership • Comfort working in a dynamic environment with shifting priorities • Ability to balance urgent issue management with longer-term process improvement • Experience working in operational systems or configuration tools and making precise controlled updates • Proficiency with spreadsheets, reporting, and basic operational analysis • Candidates must be authorized to work in the U.S. • Experience in transportation, shipping, parcel, broker management, or exception management workflows is nice to have • Experience supporting customer- or retailer-facing operations is nice to have • Familiarity with customer management systems, system administration, or operational tooling is nice to have • Experience working with third-party logistics or freight partners is nice to have • Comfort identifying and proposing process improvements based on issue trends and operational data is nice to have

🏖️ Benefits

• Equal opportunity employer • No visa sponsorship offered