Job Title: GuaranteeServices & Customer ReturnsManager
Reports To: Service Center Director
Location: Reno, NV
As thePatagoniaGuarantee Services Managerin our Reno Service Center, you will lead and directthe teams processing customer and wholesale product returns. Thisincludeson-site staff and third-party providers. You will advocate forthe departmentsbusiness needs, including the tools and systems to support a rapid turn time for return transactions. Your leadership will support 50-100 staff seasonally, a mix of full-time, part-time, contract and third-party providers toensure excellent service.You and your team of Supervisors will provide career guidance and development in an inclusive environment with a focus on equity in the workplace.
What Youll Do
ManageWholesale andeComm/Directreturns processestosupport thePatagoniaIronclad Guarantee, covering over 500,000 returns transactions per year.
Developgood processes and communicationwithall Service Center Departmentsto facilitate the flow ofwork through related channels.
Model and leadPatagonias Mission around our planet and our people. Ensure your team gives balance to production needs and to actions that support our people and our planet.
Create strong interdepartmental partnerships to achieve critical business objectives and ensure clear and consistent communication.
Research and connect with external vendors and 3rdParty providers.
Create and improve strategiesand processesthat will addcapacityand efficiency within the department.
Identify and manage customersmisusingthe Iron Clad Guaranteeand partner with the appropriate corporate teams when instances of counterfeiting are encountered.
Work closely with IT to stay current ontechnological improvementswhile representing the business needs of the department.
Generate weekly reporting and forecasting that inform critical business decisions and staffing needs. Manage workflow and resources to stay within an acceptable service turn time based on division and season.
Write and presentquarterly and annualemployee check-insas part of the overall performance management process.
Navigatingemployee relations within the departmentand in partnership with Human Resources partners.
Demonstrate emotional intelligence, humility, cultural competence, feedback skills, and the ability to sustain trusted relationships with a wide array of people.
Be a champion for employee equity by ensuring and managing access to professional development, opportunities for promotion, and pay increases.
Practice empathetic "active" listening, being fully present in one-on-one and/or team meetings.
Participate in an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions.
Passionate:cares deeply about saving our home planet.
Leader:adaptable, attentive leader with an ability to maintain confidentiality and professionalismunder pressure.
Communicator:excellent communications skills, both written and oral, and the ability to effectively to listen and evaluate opinions, suggestions, and recommendations of others.
Motivating:ability to guide, inspire, direct a diverse workforce while building an inclusive andemployee-centric environment.
Dependable:provide complete follow-through on areas of responsibility while exercising sound judgment and following all safety guidelines.
Resilient:ability to manage multiple projects whilekeepinga composed and professional demeanor within a flexible and interruptive work environment.
Articulate:strong organizational and prioritization skills, detail oriented.
Experience You Bring
5+years of experience leading teamsandsupporting customer needs in aneComm, Wholesale, or Retail setting.
Knowledge and expertise with customer reverse logistics (returns) practices.
Skilled at Microsoft Office products, payroll systems,customer order systems, warehouse management programs, or similar tech applications.
Effectively uses multiple communication modes to connect with business partners- Microsoft Teams,SharePoint, OneNote, Outlook, live meetings, etc.
Previous experience managing projectsor departmentswith a minimum of $2M annual spend.
Experience managing 3rd Party vendors or contracted services
Practical knowledge of how to apply Lean process improvement to complex business challenges
Passion to learnnew skills as neededfor the position.
Spanishintermediateproficiency is strongly preferred.
Must be able to work safely in a warehouse environment with occasional light lifting,less than 35 lbs.
Ability to maintain a composed and professional demeanor within a flexible and (at times noisy) work environment.
Ability to work seated or standing for extended periods of time.
Ability to look at a computer screen for extended periods of time.
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.