Director of Reverse Logistics - B&H Photo Video : Job Details

Director of Reverse Logistics

The Director of Reverse Logistics is responsible for the strategic oversight and operational execution of the company's reverse supply chain ecosystem including product returns, refurbishment, recycling, and warranty fulfillment. This leader will be a visionary with a track record of enhancing customer experience, optimizing operations, and driving process improvements.

Success in this role requires exceptional leadership, strong communicator who navigate operational challenges – particularly in environments with tenured employees, and cross-functional collaboration expertise to align various departments toward a common goal. The ideal candidate will leverage data analytics, root cause analysis, and continuous improvement strategies to drive results.

Key Responsibilities:

1. Leadership & Strategy

• Define and implement a long-term strategy for reverse logistics operations that aligns with broader business objectives.
• Build, develop, and retain a high-performing team, fostering a culture of accountability, continuous improvement, and adaptability.
• Provide strong leadership in change management, ensuring buy-in from key stakeholders, particularly among tenured employees resistant to process shifts.
• Create clear performance expectations and succession plans for key roles within the department.
• Lead with emotional intelligence, managing difficult conversations and motivating teams to drive operational excellence.

2. Customer Experience & Process Improvement

• Develop customer-centric return and service programs that enhance satisfaction and simplify processes.
• Identify and eliminate pain points in the returns and refurbishment process to improve efficiency and reduce cycle time.
• Monitor and analyze customer feedback and return trends to refine policies and improve product lifecycle management.
• Collaborate with the customer service team to ensure seamless issue resolution and a hassle-free return experience.

3. Operational Excellence & Risk Management

• Establish and monitor KPIs related to return rates, processing times, inventory recovery value, and customer resolution speed.
• Implement root cause analysis (RCA) methodologies to identify the underlying issues driving excessive returns, quality defects, and process inefficiencies.
• Develop cost-reduction strategies to optimize transportation, labor, and inventory management expenses.
• Drive sustainability initiatives, including waste reduction, refurbishing programs, and responsible disposal practices.
• Identify and mitigate supply chain and transportation risks, ensuring business continuity in the face of disruptions.

4. Cross-Functional Collaboration & Communication

• Serve as the key liaison between operations, customer service, and IS to enhance returns and RTV processes.
• Conduct regular cross-functional meetings to track vendor performance, troubleshoot inefficiencies, and improve coordination.
• Ensure alignment between customer service teams and RTV policies to reduce disputes and improve customer satisfaction.
• Provide executive-level reporting on return rates, vendor performance, financial impact, and process improvements.

Additional Responsibilities:

Specific Knowledge, Skills and Abilities:

Process Optimization: Ability to improve RTV workflows, reduce cycle times, and maximize recovery value.

Data-Driven Decision Making: Strong analytical skills with expertise in KPIs, financial reporting, and performance metrics.

Customer Experience Focus: Ability to balance operational efficiencies with customer satisfaction.

Cross-Functional Leadership: Strong communicator capable of aligning multiple departments toward a common goal.

Financial Acumen: Understanding of RTV credits, return impact on P&L, and inventory cost structures.

Compliance & Risk Management: Knowledge of retail regulations, environmental compliance, and return policies.

Vendor & Contract Management: Expertise in RTV agreements, vendor performance tracking, and cost optimization

Preferred Education, Experience and Licenses:

• Bachelor's degree required in Management, Business, Logistics, or a related field.
• Master's degree preferred (MBA or Operations/Supply Chain specialization).
• Minimum of 5 years in senior management within reverse logistics, RTV, or supply chain operations.
• Strong experience leading teams and driving process improvements.

Physical Environment/Occupational Risks

• This position will be based out of our Midtown-NY office, with occasional travel required (as needed) to our Burlington-NJ Returns facility.