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About the job Company Overview At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide. From luxury travel to fitness and wellness, our portfolio is growing fast: NOBL Travel — one of the fastest-growing luggage brands, redefining modern travel with design, durability, and style FLO Pilates — the world's leading Pilates brand, bringing the practice into homes and wardrobes everywhere REDGE Fit — a new standard in at-home strength training, making performance accessible to all Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences. With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide , we've proven what's possible in just a few years. But we're only at the beginning—this is a chance to shape brands that will define the next decade. Role Overview The RMA / Reverse Logistics Manager owns the end-to-end customer returns process, ensuring every return is processed quickly, accurately, and cost-effectively. This role is responsible for creating operational discipline, building a data-driven returns operation, and improving the customer experience through transparency and speed. The ideal candidate combines process engineering, team leadership, and analytical rigor to transform returns into a competitive advantage. Core Responsibilities 1. Process Management Develop, implement, and continuously refine efficient, standardized returns workflows to handle high volumes of merchandise. Ensure timely, accurate processing of all returned goods — including inspection, categorization (restock, repair, scrap, replace, etc.), and disposition. Manage the end-to-end customer returns experience — from RMA requests through refund or replacement. Partner with Customer Experience, Quality Control, Operations, and Finance to resolve cases swiftly and prevent repeat issues. Identify and implement process improvements and automation opportunities to reduce cycle times and labor costs. 2. Team Leadership Recruit, train, and mentor a high-performing team of RMA associates / inspectors. Set clear daily throughput and quality targets; conduct regular performance reviews. Build a positive, accountable culture focused on accuracy, teamwork, and continuous improvement. Provide real-time coaching on process discipline, data entry, and product handling. 3. Inventory & Quality Control Integration Oversee accurate receipt, inspection, grading, and disposition of returned inventory. Coordinate with appropriate teams to identify frequent return causes and drive product or packaging improvements. Manage re-integration of restock able items into available inventory in 24 hours. Partner with QC and Production to loop learnings back into manufacturing and assembly. 4. Customer Experience & Escalation Management Collaborate closely with Customer Experience to resolve escalated return cases, ensuring transparent communication and a frictionless experience. Monitor and improve customer satisfaction (CSAT/NPS) scores related to returns. Implement proactive strategies (e.g., improved instructions, packaging changes, or part replacements) to minimize unnecessary returns. 5. System & Vendor Management Own and optimize the returns module in the WMS. Maintain accurate return codes, workflows, and integrations. Manage third-party logistics (3PL) or warranty repair partners, ensuring SLA compliance. Negotiate with suppliers on RTV (return-to-vendor) credits and defective material replacement. 6. Reporting, Analytics & Continuous Improvement Develop and maintain KPI dashboards: return rate, processing time, accuracy, recovery %, and cost per return. Conduct root-cause analyses for top return reasons; provide monthly insights to Product, QC, and Operations. Generate regular executive summaries highlighting performance, trends, and ROI opportunities from refurbished stock. Lead Lean/Kaizen initiatives to eliminate waste and reduce return processing costs. 7. Compliance & Policy Governance Ensure all returns and product handling comply with company policy, warranty standards, and regulatory requirements (EPA, consumer protection, e-waste, etc.). Maintain updated documentation for returns SOPs, RMA policy, and warranty claim procedures. Collaborate with Finance and Legal to ensure consistent application of credits, write-offs, and environmental compliance (for disposal or recycling). Key Performance Indicators (KPIs) Category KPI Target Speed Avg. RMA processing time ≤ 48 hours Accuracy SKU / condition / cause code accuracy ≥ 98% Cost Efficiency Cost per return processed ↓ 10% YoY Recovery % of goods refurbished or resold ≥ 30% Customer RMA-related CSAT ≥ 4.5 / 5 Team Employee productivity & adherence ≥ 95% on SOP compliance Qualifications 5–8 years of experience in reverse logistics, RMA, or warehouse operations, ideally in DTC or consumer goods. Proven track record in process optimization, team leadership, and KPI-driven management. Hands-on experience with WMS systems. Familiarity with returns prevention analytics, quality feedback loops, and supplier RTV programs. Strong understanding of Lean / Six Sigma, warehouse safety, and compliance practices. Excellent communicator able to bridge warehouse, customer, and finance functions. Personality Fit Operationally disciplined, data-driven, and relentlessly focused on execution. Enjoys building process in environments that need structure. Hands-on leader who thrives in fast-moving DTC operations. Collaborative, but unafraid to enforce accountability.