Operations Analyst

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.