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About the Role

This role owns the entry point to everything ReturnPro does. Customers reach us through a returns initiation portal (owned or partnered) or through our Vendor Policy Platform. What happens at this layer determines the quality of data flowing into every downstream operation and directly impacts the value we recover for our clients.

The right person is obsessed with reliability first, then growth. They understand that a well-built, hardened product that scales cleanly is more valuable than a feature-rich product that breaks under pressure. They navigate a competitive market by deepening ReturnPro’s end-to-end advantage, not by chasing competitor features.

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What You Own

This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position. The selected candidate may perform other related duties assigned to meet the ongoing needs of the business.

• Returns initiation portals: owned and partnered channel integrations

• Vendor Policy Hub: rules engine, policy configuration, and compliance workflows

• Data Ingestion: capturing the data needed at point of intake to ensure downstream operations run without gaps

• Product reliability, uptime, and incident response at this layer

• The roadmap that strengthens ReturnPro’s end-to-end solution for our ICP

Your Priorities

1. ICP-Driven Roadmap

Know our Ideal Customer Profile deeply. Every roadmap item maps to a documented customer need or a measurable operational improvement. We don’t build features to match competitors. We build capabilities that make the ReturnPro end-to-end solution stronger for the clients we serve.

2. Reliability & Hardening

Issues at intake ripple through the entire operation. Uptime, incident resolution time, and defect rates must be best-in-class. The product earns trust by working every time.

3. Revenue Efficiency

Average revenue per client should reflect a strong ROI. That means continuously identifying and eliminating manual processes and interventions. Automation is how we scale without adding cost.

4. AI Leverage

Identify where AI creates step-change improvements in data capture accuracy, policy interpretation, exception handling, or client insights. Prioritize AI adoption that delivers measurable value for both ReturnPro and our clients, not AI for its own sake.

5. Client-Facing Reporting & Visibility

Clients should be able to see the value of our platform clearly and without ambiguity. Build and maintain reporting that makes our performance undeniable and drives retention.

6. Communication, Training & Documentation

A great product that people don’t understand or use correctly fails. Maintain documentation, run training cadences, and keep internal and external stakeholders informed. Adoption is part of the job.

How We Measure Success

Area

Target Metric

Platform Reliability

Portal & Vendor Policy uptime greater than or equal to 99.9%; P1 incident resolution less than 4 hours

Data Capture Quality

% of returns with complete intake data required for downstream processing

Operational Efficiency

Reduction in manual interventions per return (quarter-over-quarter)

Revenue per Client

Average revenue per client growth; client ROI documented and measurable

AI Impact

Measurable reduction in exception handling time or improvement in data accuracy attributable to AI features

Client Reporting

% of clients actively using reporting dashboards; NPS / retention tied to visibility features

Adoption

Internal and external training completion rates; feature adoption rates post-launch

• Track record owning B2B SaaS products with high reliability requirements

• Experience in returns, reverse logistics, e-commerce, or adjacent platforms preferred

• Strong instinct for ICP definition and roadmap prioritization grounded in customer data

• Comfortable operating in a competitive market without being distracted by feature parity thinking

• Data-driven: you set measurable goals and hold yourself accountable to them

• Clear communicator who invests in documentation, training, and stakeholder alignment

• Experience integrating AI/ML capabilities into product workflows in ways that drove measurable outcomes

ReturnPro is building the operating system for returns. We work with retailers and brands to simplify and optimize the full returns lifecycle, from intake to recovery. Our platform processes returns at scale, turning a traditionally costly operation into a source of measurable value for our clients.