Manager, Entertainment & Gaming

Returns Management System (RMS) Manager

Location: New York, NY
Position Type: Full-Time
Schedule: Monday through Friday, Standard Business Hours
Salary:Based on Experience

We are seeking a highly capable Returns Management System (RMS) Manager to own and oversee all product returns and exchanges in a fast-paced e-commerce startup environment. This role manages the full reverse logistics lifecycle and plays a critical role in customer satisfaction, vendor accountability, fraud prevention, and margin protection.

This is a hands-on, entrepreneurial role requiring strong judgment, attention to detail, and confidence in navigating complex vendor and customer situations. You will be responsible for building scalable systems while managing one of the most operationally and financially sensitive areas of the business.

• Own the full returns lifecycle from authorization through restocking or vendor return
• Inspect returned merchandise for condition, authenticity, and policy compliance
• Process refunds, exchanges, and store credits accurately and efficiently
• Coordinate return logistics with vendors, including defective items and warranty claims
• Handle high-value returns with detailed documentation and tracking
• Ensure timely processing aligned with customer and company expectations

• Communicate return authorizations and requirements to vendors
• Manage vendor liability, reimbursements, and chargebacks
• Track vendor-liable vs. customer-liable returns
• Address defective merchandise, quality issues, and authenticity concerns
• Escalate chronic vendor quality or policy issues to leadership
• Partner with Accounting on vendor deductions and credits

• Track return rates by vendor, product category, and reason
• Identify patterns indicating quality issues, fraud, or policy abuse
• Generate regular reporting on returns, processing time, and vendor performance
• Flag underperforming vendors and recommend corrective action
• Provide data-driven insights to improve sourcing and vendor management

• Investigate suspicious return activity and abuse patterns
• Identify serial returners, wardrobing, tag switching, and counterfeit activity
• Make judgment calls on denying returns when policy violations occur
• Document fraud cases and coordinate with Customer Service on disputes
• Protect company assets while maintaining professional customer handling

• Resolve escalated return disputes with customers and vendors
• Mediate disagreements over item condition or refund eligibility
• Make final determinations on contested returns with proper documentation
  
  Balance customer experience with company protection

• Assess returned goods for authenticity and condition
• Document defects, damage, or discrepancies with photos and notes
• Determine restock eligibility or vendor return requirements
• Flag counterfeit or misrepresented merchandise

• Manage physical return shipments and tracking
• Coordinate with carriers for pickups and delivery confirmation
• Track lost or delayed packages and follow up accordingly
• Optimize return shipping costs and processes

• Develop and enforce return policies that protect the business
• Maintain consistent application of return rules
• Recommend policy changes based on operational data
• Train Customer Service teams on return policies and guidelines

• Coordinate with Accounting on refunds, credits, and chargebacks
• Partner with Customer Service on authorizations and escalations
• Work with Operations/OMS on replacements and exchanges
• Provide leadership with regular updates on return trends and risks

• Build scalable return workflows as volume grows
• Identify and resolve bottlenecks
• Maintain accurate records and documentation
• Manage returns within Shopify and integrated systems
• Collaborate with tech teams on RMS improvements

• 3–5 years of experience in returns management, reverse logistics, or operations
• Strong analytical and judgment skills
• Experience managing vendor chargebacks and return liability
• Excellent documentation and organizational skills
• Proven ability to handle disputes and enforce policies under pressure
• Experience with fraud detection and pattern recognition
• Strong communication skills with customers and vendors
• Comfortable working independently with high accountability
• Startup or high-growth environment experience

• Luxury retail or fashion e-commerce experience
• Apparel/textile quality assessment or authentication knowledge
• Shopify or similar e-commerce platform experience
• Understanding of marketplace return models and split liability
• Loss prevention or fraud investigation background
• International or European vendor experience

• Strong judgment and confidence making tough decisions
• Comfortable…