Shipping & Returns Manager

Position Title:
Shipping & Returns Manager

Employment Type:
Full-Time

Department:
Operations

Location:
Denver, Colorado

Reports To:
Director of Operations & Customer Service

Position Overview:

The Shipping & Returns Manager is responsible for overseeing all aspects of Nomad Internet’s physical product fulfillment and return workflows. This includes daily coordination of outbound shipments, RMA processing, inventory accuracy, and vendor accountability. The manager ensures all customer orders are fulfilled on time, return requests are resolved quickly, and systems remain updated in real time. This role is critical in maintaining customer trust, controlling shipping costs, and minimizing revenue leakage tied to delays or unprocessed returns. The position reports directly to the Director of Operations & Customer Service and requires strong logistics discipline, escalation handling, and vendor oversight.

1. Outbound Shipping Oversight

  • Manage daily fulfillment workflows for all customer orders

  • Ensure all shipments are processed same-day if received before cut-off time

  • Work with warehouse partners to monitor pick-pack-ship accuracy and service levels

  • Audit labels, address formatting, and carrier assignment daily

  • Escalate shipping exceptions (failed scans, returns-to-sender, delays) within 24 hours

2. Returns Management (RMA)

  • Own the end-to-end RMA lifecycle including:

    • Return request intake

    • Customer instruction issuance

    • Return label generation

    • Physical item receipt and inspection

    • Refund or replacement execution

  • Maintain an active RMA dashboard with real-time case status

  • Ensure all RMAs are processed within SLA (3 business days or less)

  • Prevent backlog by assigning returns to staff daily with clear deadlines

  • Report trends in avoidable returns to Operations and Customer Service

3. Inventory & Systems Coordination

  • Track inventory levels in real time across shipping partners

  • Reconcile shipped vs. returned inventory weekly

  • Flag low stock or fulfillment bottlenecks before they impact SLAs

  • Collaborate with the Accounting Manager on returned device reconciliation

  • Ensure CRM, Shopify, and inventory platforms stay in sync with fulfillment statuses

4. Vendor Oversight & SLA Enforcement

  • Manage third-party fulfillment centers, shipping carriers, and label software vendors

  • Ensure all partners meet service level agreements and delivery timelines

  • Track carrier performance by region and escalate routing issues or missed scans

  • Conduct monthly service performance reviews with each vendor

  • Recommend vendor transitions or renegotiations based on cost and speed metrics

Key Objectives & Results (OKRs):

Objective 1: Maintain Fast and Accurate Order Fulfillment

  • Achieve 98%+ same-day shipping rate for all in-stock orders

  • Reduce mis-shipments and address errors by 90%

  • Maintain fulfillment SLA logs with daily exception flags

Objective 2: Accelerate RMA Turnaround Time

  • Process 95%+ of RMAs within 3 business days

  • Launch RMA dashboard by Week 2 with live case tracking

  • Reduce repeat returns due to process gaps by 25%

Objective 3: Improve Inventory Accuracy & Control

  • Reconcile 100% of weekly shipping and returns inventory

  • Maintain less than 1% inventory variance across systems

  • Implement auto-alerts for reorder thresholds by Week 6

Objective 4: Hold Vendors Accountable to SLAs

  • Conduct monthly vendor scorecard reviews

  • Enforce 24-hour resolution for escalated delivery failures

  • Deliver cost-per-package and SLA compliance report to Director of Ops weekly

Position Requirements:

  • Must own daily operational execution of shipping and returns

  • Must manage all vendor SLAs and escalate non-performance immediately

  • Must ensure inventory tracking systems are current and cross-functional teams are informed

  • Must be available during U.S. business hours and responsive to delivery issues in real time

Required Qualifications:

  • 5+ years in shipping, logistics, or e-commerce operations

  • Experience managing both outbound and return processes

  • Strong familiarity with Shopify, ShipStation (or similar platforms), and inventory tools

  • Experience working with third-party fulfillment centers and national carriers

  • Detail-oriented, organized, and comfortable managing time-sensitive workflows

  • Proven ability to manage high-volume order environments and maintain SLA compliance

đŸ“¬ How to Apply

Email jobs@nomadinternet.com with:

  • Your short video answering the above questions

  • A link to your resume or LinkedIn profile

  • Any relevant portfolio links or work samples