Senior Manager, Returns Operations
Full description
Who We Are
At JD.com, also known as JINGDONG, we are building one of the world’s most trusted technology and supply chain ecosystems. What started as a bold idea in China has evolved into a NASDAQ-listed, Fortune 44 global enterprise serving over 700 million active customers. Powered by advanced logistics, innovative technology, and a commitment to integrity, JD.com operates across retail, logistics, technology, property and more, creating solutions that make everyday life smarter, faster, and more connected.
Our Global Reach
JD.com is expanding its international footprint through a digitally intelligent, cross-border supply chain and world-class logistics network, supported by platforms such as Joybuy, which brings trusted products to customers worldwide. Today, our teams operate across China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE and beyond, reaching customers in every corner of the world.
Learn more about who we are and what we do: https:///
What We Offer
Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.
About The Team
You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
Role Overview
We are looking for an experienced operator to manage and optimize returns (reverse logistics) operations across our e-commerce platform.
This role focuses on improving end-to-end returns processes, enhancing operational efficiency, and optimizing cost and recovery value in a cross-border environment.
Key Responsibilities
1. Returns Process Design & Optimization
Manage and improve the end-to-end returns fulfillment process, including return initiation, pickup, transportation, inbound, inspection, and dispositionEstablish and standardize reverse logistics processes to improve efficiency and operational stability2. Returns Operations Management
Oversee the full returns journey from customer to warehouse, ensuring smooth execution and a consistent customer experienceContinuously improve key operational metrics such as pickup time, transportation lead time, and inbound processing time3. Cost Control & Optimization
Analyze and break down return-related cost components (pickup, transportation, warehouse handling, write-offs, etc.)Identify opportunities to optimize return routing and handling strategies (e.g., return-to-origin, local disposal, resale) to reduce overall costs4. Returns Disposition Strategy
Define and implement return handling strategies based on product type and value (e.g., resale, refurbishment, liquidation, write-off)Improve recovery value and inventory turnover through effective disposition decisions5. Data Analysis & Continuous Improvement
Define and track key metrics for reverse logistics performance (e.g., return cycle time, processing time, cost per return, loss rate)Identify operational issues through data analysis and drive resolution with relevant stakeholders6. Cross-functional Collaboration
Work closely with customer service, logistics, warehousing, and category teams to execute returns strategiesSupport the development and refinement of return-related policies (e.g., return standards, cost responsibility rules)Qualifications
1. Basic Requirements
Bachelor’s degree or above5+ years of experience in e-commerce or cross-border e-commerceBackground in supply chain, logistics, or fulfillment operationsEnglish is the primary working language; Chinese is a plus;2. Required Experience
Hands-on experience in returns or reverse logistics operations (not limited to customer service or after-sales support)Strong understanding of the end-to-end returns process from customer to warehouseProven track record of improving return cycle time or operational efficiency, with clear examples of actions and results3. Core Competencies
Ability to map and optimize end-to-end returns processes (pickup → transportation → inbound → processing)Strong problem-solving skills to identify bottlenecks and drive improvementsStrong understanding of return cost structures and key driversAbility to make data-driven decisions on return handling (e.g., recovery decisions, disposal methods, routing choices)Ability to balance cost efficiency and customer experienceExperience managing high-volume returns operations is preferredAbility to design standardized processes to improve efficiency and reduce manual dependency4. Preferred Background
Experience in e-commerce platformsFamiliarity with cross-border returns, local returns, or return consolidation modelsExperience in warehousing, inspection, refurbishment, or secondary sales5. Nice to Have
Experience supporting reverse logistics setup in new marketsExposure to resale, refurbishment, or liquidation processesExperience working in cross-functional, fast-paced environmentsExperience bridging China and European markets, with strong cross-cultural communication skills and the ability to operate effectively in a global environmentAt JD.com, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.
Ready to apply?
Take the next step in your career, apply now and explore the opportunities we have to offer.
Salary: GBP 60000 - 80000 per year
Experience: 5 years required
