Location: Remote

Happy Returns is solving the #1 pain point of e-commerce: returns. Our mission is to make returns beautiful for shoppers, retailers, and the planet—which we do through our unique combination of proprietary software and reverse logistics. We invented 3rd-party box-free consolidated returns—which have since become the industry standard—and we provide the only end-to-end returns solution that is not only delightful for customers but also saves money for retailers and is better for the planet.

Happy Returns is:

A UPS Company
Loved and adored by shoppers — for proof, check out our 93 NPS
Experiencing rapid growth
Seeking top talent to contribute to the expansion of the business

Overview

Happy Returns is looking for an Operations Analyst to join our team. This role will help drive day-to-day operational execution across transportation issue management, cross-functional escalations, root cause analysis, and retailer configuration support. The right candidate is highly organized, detail-oriented, and comfortable working across multiple teams to resolve issues quickly while also identifying opportunities to improve processes over time.

This is a strong fit for someone who enjoys solving operational problems, managing ambiguity, and serving as a reliable partner to internal stakeholders. In this role, you will be at the center of transportation-related exception management, helping ensure issues raised by retailers and internal teams are triaged effectively, resolved efficiently, and used to inform broader operational improvements.

What you’ll do

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

What we’re looking for

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

Nice to have

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

EEO Statement
Happy Returns, a UPS Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, veteran, disability, age, sexual orientation, gender identity or any other characteristic protected by law.

Visa Sponsorship

We do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.

Statement to Third Party Agencies

To all recruitment agencies: Happy Returns only accepts resumes from agencies on the UPS preferred supplier list. Happy Returns is not responsible for any fees or charges associated with unsolicited resumes.

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