Manager, Returns & Claims Operations

NewAge Products Inc • CA,

1d • CA$87,000 - CA$115,000 • Hybrid

About The Position

The Manager, Returns & Claims Operations will lead resolution for complex, high-impact operational issues across returns, reverse logistics, and claims management. This role owns end-to-end exceptions handling, drives operational compliance, and partners with cross-functional departments to reduce cost and strengthen customer experience. A critical component of this role is the ability to analyze complex data sets, identify trends, and translate findings into clear, executive-ready insights — including regular presentations to the COO and senior leadership. The Manager, Returns & Claims Operations will leverage AI tools and modern analytics platforms to build automated dashboards, surface patterns in exceptions data, and drive continuous operational improvement.

Requirements

• 10+ years of direct experience in North America ground transportation in a 3PL distribution and final-mile home delivery environment with field operation execution.
• Proficiency in visual dashboarding, database query design in SQL, and Tableau; demonstrated ability to leverage AI tools to automate reporting, uncover operational patterns, and drive efficiency
• Exceptional analytical skills with the ability to synthesize complex data into clear insights, develop strategic recommendations, and communicate findings effectively to executive audiences
• A genuine curiosity about AI and emerging technologies; proactively seeks out and applies AI tools to improve workflows, eliminate manual effort, and create operational efficiencies
• Bachelor’s degree or equivalent in a related field such as business, supply chain, logistics, data analytics
• Experience managing offshore teams
• Experience in Returns, reverse logistics, and claims management
• Home delivery experience is required
• Successful management experience including but not limited to leadership, motivational ability, time management, organizational skills, training, and coaching
• Attention to detail and a strong focus on quality and accuracy

Responsibilities

• Own end-to-end resolution of operational exceptions across returns and claims, ensuring timely and cost-effective outcomes.
• Act as an escalation point for high risk/customer critical issues.
• Develop frameworks to identify root causes and prevent repeat exceptions.
• Prepare and deliver executive-ready reporting and strategic recommendations to the COO and senior leadership; translate complex operational data into clear narratives that drive decision-making.
• Oversee returns processing, disposition & recovery strategies.
• Partner with DCs and carriers to optimize reverse logistics flow.
• Drive cost reduction through improved return classification and recovery.
• Lead freight, damage, loss and service claims from investigation through settlement.
• Ensure timely, accurate documentation and recovery.
• Partner with carriers to drive improvements and reduce financial exposure.
• Build and maintain automated exception tracking dashboards that provide real-time visibility into returns, claims, and financial exposure across the operation.
• Apply AI tools to identify patterns, anomalies, and root causes within exceptions data, translating findings into actionable recommendations that prevent recurrence and reduce cost.
• Generate executive-ready reports with minimal manual intervention, leveraging automation to ensure accuracy, consistency, and timely delivery to senior leadership.
• Present strategic and operational insights to the COO and Logistics Director on a regular cadence; communicate both the story behind the data and the recommended path forward with confidence and clarity.

Benefits

• Salary and bonus is based on experience and highly competitive for the right candidate.
• This is an existing vacancy and the base salary range for this position is $87,000 to $115,000 annually (CAD) at the time of the posting.
• Benefits Package
• An opportunity within a growing, fast-paced company, well established in its industry.
• Fun! We celebrate successes and hold special events to build strong teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager