This role owns the entry point to everything ReturnPro does. Customers reach us through a returns initiation portal (owned or partnered) or through our Vendor Policy Platform. What happens at this layer determines the quality of data flowing into every downstream operation and directly impacts the value we recover for our clients.
The right person is obsessed with reliability first, then growth. They understand that a well-built, hardened product that scales cleanly is more valuable than a feature-rich product that breaks under pressure. They navigate a competitive market by deepening ReturnPro’s end-to-end advantage, not by chasing competitor features.
This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position. The selected candidate may perform other related duties assigned to meet the ongoing needs of the business.
Returns initiation portals: owned and partnered channel integrations
Vendor Policy Hub: rules engine, policy configuration, and compliance workflows
Data Ingestion: capturing the data needed at point of intake to ensure downstream operations run without gaps
Product reliability, uptime, and incident response at this layer
The roadmap that strengthens ReturnPro’s end-to-end solution for our ICP
Know our Ideal Customer Profile deeply. Every roadmap item maps to a documented customer need or a measurable operational improvement. We don’t build features to match competitors. We build capabilities that make the ReturnPro end-to-end solution stronger for the clients we serve.
2. Reliability & Hardening
Issues at intake ripple through the entire operation. Uptime, incident resolution time, and defect rates must be best-in-class. The product earns trust by working every time.
Average revenue per client should reflect a strong ROI. That means continuously identifying and eliminating manual processes and interventions. Automation is how we scale without adding cost.
Identify where AI creates step-change improvements in data capture accuracy, policy interpretation, exception handling, or client insights. Prioritize AI adoption that delivers measurable value for both ReturnPro and our clients, not AI for its own sake.
5. Client-Facing Reporting & Visibility
Clients should be able to see the value of our platform clearly and without ambiguity. Build and maintain reporting that makes our performance undeniable and drives retention.
6. Communication, Training & Documentation
A great product that people don’t understand or use correctly fails. Maintain documentation, run training cadences, and keep internal and external stakeholders informed. Adoption is part of the job.
Portal & Vendor Policy uptime greater than or equal to 99.9%; P1 incident resolution less than 4 hours
% of returns with complete intake data required for downstream processing
Reduction in manual interventions per return (quarter-over-quarter)
Average revenue per client growth; client ROI documented and measurable
Measurable reduction in exception handling time or improvement in data accuracy attributable to AI features
% of clients actively using reporting dashboards; NPS / retention tied to visibility features
Internal and external training completion rates; feature adoption rates post-launch
Track record owning B2B SaaS products with high reliability requirements
Experience in returns, reverse logistics, e-commerce, or adjacent platforms preferred
Strong instinct for ICP definition and roadmap prioritization grounded in customer data
Comfortable operating in a competitive market without being distracted by feature parity thinking
Data-driven: you set measurable goals and hold yourself accountable to them
Clear communicator who invests in documentation, training, and stakeholder alignment
Experience integrating AI/ML capabilities into product workflows in ways that drove measurable outcomes
ReturnPro is building the operating system for returns. We work with retailers and brands to simplify and optimize the full returns lifecycle, from intake to recovery. Our platform processes returns at scale, turning a traditionally costly operation into a source of measurable value for our clients.
