Senior Project Manager

Job Description

Job Description

Location: Remote

What is Happy Returns?

Happy Returns is solving the #1 pain point of e-commerce: returns. Our mission is to make returns beautiful for shoppers, retailers, and the planet—which we do through our unique combination of proprietary software and reverse logistics. We invented 3rd-party box-free consolidated returns—which have since become the industry standard—and we provide the only end-to-end returns solution that is not only delightful for customers but also saves money for retailers and is better for the planet.

Happy Returns is:

• A UPS Company
• Loved and adored by shoppers — for proof, check out our 93 NPS
• Experiencing rapid growth
• Seeking top talent to contribute to the expansion of the business 

Position Overview

We are seeking a Senior Project Manager focused on operational projects and continuous improvement initiatives across the business. This role is ideal for someone who is equal parts analytical problem solver, program builder, and execution leader. The right person will be a highly self-sufficient leader who can take an ambiguous problem statement, define the path forward independently, align stakeholders, and drive implementation through completion with minimal oversight.

This role will have the opportunity to work across a broad range of operational priorities, from redesigning procurement practices and inventory tracking processes to analyzing transportation performance and identifying opportunities for meaningful operational improvement. Because the scope may evolve over time, we are looking for someone with broad business curiosity, strong critical-thinking skills, and the judgment and experience to step into new areas quickly as business needs shift.

What You’ll Do

• Lead complex, cross-functional operational projects from problem definition through recommendation, implementation, and post-launch evaluation
• Partner with senior stakeholders across operations and other business functions toidentifypain points, clarifyobjectives, and translate needs into structured project plans
• Analyze business processes, workflows, data, and performance trends toidentifyopportunities for efficiency, cost savings, quality improvement, and scalability
• Develop thoughtful, actionable recommendations grounded in data, operational realities, and business priorities, and confidently guide decision-making through ambiguity
• Design and implementnew programs, processes, and operating models that solve business problems and improve performance
• Drive continuous improvement efforts by evaluating current-state processes,identifyingroot causes, and proposing sustainable solutions
• Create clear project documentation, timelines, success metrics, status updates, and executive-ready summaries
• Manage project execution across multiple workstreams, ensuring accountability, momentum, strong follow-through, and effective escalation management when needed
• Support change management and adoption efforts so new processes and programs are implemented effectively
• Monitor project outcomes and refine solutions over time based on results, feedback, and evolving business needs

Example Areas of Focus

• Revamping procurement practices, controls, and workflows
• Improving inventory tracking, visibility, and reporting processes
• Performing complex transportation andlogisticsanalyses toidentifycost, service, or process improvement opportunities
• Building and executing projects that improve operational effectiveness across teams and systems
• Taking loosely defined problems and shaping them into structured programs, scalable processes, or measurable improvement initiatives

What We’re Looking For

• 7+ years of experience in project management, operations, business operations, continuous improvement, consulting, supply chain,logistics, or a related field
• Demonstrated success leading complex, cross-functional projects that drive measurable business impact
• Strong analytical and problem-solving capabilities, including the ability to work with data to inform decisions and recommendations
• Excellent critical-thinking skills, strong executive judgment, and comfort making decisions in ambiguous, fast-moving environments
• Ability to independently define scope, structure work, and move initiatives forward with minimal oversight
• Strong communicationskills, including the ability to synthesize complexity and influence stakeholders at multiple levels of the organization
• Experience improving processes, building programs, or driving operational change from concept through execution
• Proven ability to balance strategic thinking with practical execution across complex operational environments
• Broad business curiosity and the flexibility to take on a wide range of operational topics over time
• High ownership mindset, strong follow-through, and a demonstrated ability tooperateas an exceptionally self-directed leader

Preferred Qualifications

• Experience inlogistics, transportation, supply chain, reverselogistics, fulfillment, retail operations, or a similarly complex operational environment
• Experience with process improvement methodologiesandoperational improvement frameworks
• Experience building business cases, conducting root-cause analyses, and presenting recommendations to leadership
• Comfort working across systems, spreadsheets, dashboards, and operational reporting tools to support analysis and decision-making

EEO Statement
Happy Returns, a UPS Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, veteran, disability, age, sexual orientation, gender identity or any other characteristic protected by law.

Visa Sponsorship

We do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.

Statement to Third Party Agencies

To all recruitment agencies: Happy Returns only accepts resumes from agencies on the UPS preferred supplier list. Happy Returns is not responsible for any fees or charges associated with unsolicited resumes.