Note: The job is a remote job and is open to candidates in USA. Happy Returns, a UPS Company, provides end-to-end e-commerce returns solutions through proprietary software and reverse logistics. The Operations Analyst will manage transportation exceptions, cross-functional escalations, root cause analysis, retailer configuration updates, documentation, reporting, and process improvements. The role partners with multiple teams to resolve operational issues and improve retailer experience and operational reliability.
Responsibilities
- Track open issues from intake through resolution, ensuring clear ownership,timelyfollow-up, and consistent stakeholder communication
- Research operational errors and quality issues todetermineroot cause and summarize findings in a way that supports corrective action
- Identifyrecurring themes across issues and provide feedback to internal teams to help reduce repeat problems and improve process reliability
- Executeretailerconfiguration& preferenceupdates in theconfiguration managementapplication accurately and efficiently
- Support operational change management by ensuring updates are completed correctly and communicated to relevant stakeholders
- Build andmaintaindocumentation, trackers, and reporting that improve visibility into issue volume, trends, and resolution outcomes
- Partner cross-functionally with Operations, Customer Success, Sales, Onboarding, and other teams to help resolve issues and improve the overall retailer experience
- Contribute to the development of more scalable workflows and stronger operational controls as the function evolves
- Assistin documenting Standard Operating Procedures for new process andsoftware featurelaunches
- Manage intake, triage, escalation, and resolution of transportation and shipping-related exceptions raised by Customer Success, Sales, and Onboarding on behalf of retailers
- Act as a central coordinator for day-to-day transportation issues requiring partnership with sites and external broker partners
Skills
- * 3+ years of experience in operations,logistics, transportation, supply chain, customer operations, or a similar analytical and cross-functional role
- * Demonstrated ability to independently manage issue intake, prioritization, follow-up, and resolution across multiple stakeholders
- * Strong problem-solving skills and the ability to investigate issues,identifypatterns, and get to root cause
- * Excellent written and verbal communication skills, with the ability to provide clear, concise updates to both technical and non-technical partners
- * High attention to detail anda strong senseof ownership
- * Comfort working in adynamicenvironment where priorities can shift quickly
- * Ability to balance urgent day-to-day issue management with longer-term process improvement
- * Experience working in operational systems or configuration tools, with the ability to make precise updates in a controlled way
- * Proficiencywith spreadsheets, reporting, and basic operational analysis
- Candidates must be authorized to work in the U.S
- * Experience in transportation, shipping, parcel, broker management, or exception management workflows
- * Experience supportingcustomer or retailer-facing operations
- * Familiarity withcustomermanagementsystems, system administration, or operational tooling
- * Experience working with third-partylogisticsor freight partners
- * Comfortidentifyingand proposing process improvements based on issue trends and operational data
Benefits
- Remote work arrangement
Company Overview