Operations Analyst

Happy Returns Operations AnalystHappy 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 CompanyLoved and adored by shoppers — for proof, check out our 93 NPSExperiencing rapid growthSeeking top talent to contribute to the expansion of the businessOverviewHappy Returns is looking for an Operations Analyst to join our team. This role will help drive day-to-day operational execution across transportation issue management, cross-functional escalations, root cause analysis, and retailer configuration support. The right candidate is highly organized, detail-oriented, and comfortable working across multiple teams to resolve issues quickly while also identifying opportunities to improve processes over time.This is a strong fit for someone who enjoys solving operational problems, managing ambiguity, and serving as a reliable partner to internal stakeholders. In this role, you will be at the center of transportation-related exception management, helping ensure issues raised by retailers and internal teams are triaged effectively, resolved efficiently, and used to inform broader operational improvements.What you'll doTrack open issues from intake through resolution, ensuring clear ownership, timely follow-up, and consistent stakeholder communicationResearch operational errors and quality issues to determine root cause and summarize findings in a way that supports corrective actionIdentify recurring themes across issues and provide feedback to internal teams to help reduce repeat problems and improve process reliabilityExecute retailer configuration & preference updates in the configuration management application accurately and efficientlySupport operational change management by ensuring updates are completed correctly and communicated to relevant stakeholdersBuild and maintain documentation, trackers, and reporting that improve visibility into issue volume, trends, and resolution outcomesPartner cross-functionally with Operations, Customer Success, Sales, Onboarding, and other teams to help resolve issues and improve the overall retailer experienceContribute to the development of more scalable workflows and stronger operational controls as the function evolvesAssist in documenting Standard Operating Procedures for new process and software feature launchesManage intake, triage, escalation, and resolution of transportation and shipping-related exceptions raised by Customer Success, Sales, and Onboarding on behalf of retailersAct as a central coordinator for day-to-day transportation issues requiring partnership with sites and external broker partnersWhat we're looking for3+ years of experience in operations, logistics, transportation, supply chain, customer operations, or a similar analytical and cross-functional roleDemonstrated ability to independently manage issue intake, prioritization, follow-up, and resolution across multiple stakeholdersStrong problem-solving skills and the ability to investigate issues, identify patterns, and get to root causeExcellent written and verbal communication skills, with the ability to provide clear, concise updates to both technical and non-technical partnersHigh attention to detail and a strong sense of ownershipComfort working in a dynamic environment where priorities can shift quicklyAbility to balance urgent day-to-day issue management with longer-term process improvementExperience working in operational systems or configuration tools, with the ability to make precise updates in a controlled wayProficiency with spreadsheets, reporting, and basic operational analysisNice to haveExperience in transportation, shipping, parcel, broker management, or exception management workflowsExperience supporting customer or retailer-facing operationsFamiliarity with customer management systems, system administration, or operational toolingExperience working with third-party logistics or freight partnersComfort identifying and proposing process improvements based on issue trends and operational dataEEO StatementHappy 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 SponsorshipWe do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.Statement to Third Party AgenciesTo 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. Happy Returns