Manager, Global Reverse Logistics

Zwift

15h•Remote

About The Position

This role owns the execution of Zwift’s global reverse logistics operation, encompassing all post-return activities such as processing, inspection, disposition, refurbishment, warranty routing, inventory recovery, and financial workflows for both direct-to-consumer (D2C) and business-to-business (B2B) channels. Reverse logistics is a significant cost driver in the hardware business, presenting an opportunity to improve margin, recover value, and enhance customer and partner experience. The position involves designing, scaling, and optimizing these operations across physical and financial flows, with a focus on reducing costs, improving cycle times, and maximizing recovery for high-volume SKUs and regions. Success is measured by a fast, cost-efficient, and scalable operation with strong recovery rates, minimal scrap, accurate financial execution, and end-to-end unit-level visibility. The ideal candidate is a hands-on operator capable of transforming ambiguity into scalable systems and delivering results through partners, processes, and data.

Requirements

5–8+ years of experience in reverse logistics, supply chain, or operations, preferably in consumer hardware or durable goods
Experience managing 3PLs and external partners in a global environment
Strong operator mindset with a track record of building and scaling processes—not just managing them
Demonstrated ability to improve cost, quality, and speed in logistics or returns operations
Experience with B2B returns, RMA workflows, and credit/reconciliation processes within ERP systems (NetSuite or similar preferred)
Ability to work cross-functionally with Support, Product, Finance, and Engineering teams
Data-driven, with the ability to define metrics, analyze performance, and act on insights
Experience with ERP/WMS systems (NetSuite or similar preferred)
Comfortable operating in ambiguity and building structure where processes are not yet defined

Nice To Haves

Experience with refurbishment, repair, or recommerce programs (CPO, resale, trade-in)
Familiarity with returns or warranty platforms (e.g., Two Boxes, Claimlane, or similar)
Background in hardware products (fitness, electronics, bikes, or similar)
Experience with inventory recovery, grading standards, or parts harvesting workflows
Experience supporting wholesale, retail, or distributor return programs with financial reconciliation
Exposure to global warranty operations or service networks

Responsibilities

Own end-to-end reverse logistics operations globally across D2C and B2B channels, including intake, inspection, disposition, and routing
Define and optimize disposition logic and refurbishment workflows to maximize recovery value, reduce scrap, and enable resale and replacement programs
Manage global 3PL partners and reverse logistics network performance, including SLAs, throughput, and continuous improvement initiatives
Drive cost and cycle time improvements through transportation strategy (carrier selection, routing, consolidation) and cost-to-serve optimization
Own B2B returns workflows, including authorization, policy enforcement, and accurate, timely credit issuance in partnership with Finance and Commercial teams
Build scalable operations by defining system requirements and implementing workflows across ERP, returns platforms, and WMS
Partner cross-functionally with Customer Support, Product, Hardware, and Finance to reduce return rates, improve product quality, and ensure operational and financial accuracy
Establish and manage key performance metrics (cost, quality, delivery, financial accuracy), using data to drive decisions and continuous improvement
Support warranty operations by optimizing repair vs. replacement decisions and spare parts utilization