Director of Reverse Logistics & Returns

DIRECTOR OF REVERSE LOGISTICS & RETURNS About The Company Metropolitan Warehouse & Delivery Corp. provides furniture-focused warehousing, transportation, final-mile delivery, and white-glove logistics solutions nationwide. We are expanding our reverse logistics capabilities to improve customer outcomes, recover product value, and create new revenue opportunities. Position Summary We are seeking an experienced, entrepreneurial leader to build, develop, and directly manage Metropolitan Warehouse & Delivery's national reverse logistics organization. This role owns the strategy, financial performance, team structure, hiring, training, and day-to-day execution of returns, refurbishment, liquidation, and recovery programs across the network. The Director will lead site-level returns teams and labor, establish operating standards and accountability, and serve as the business owner for requirements, testing, deployment, and adoption of the new Returns Management System (RMS). The ideal candidate combines hands-on furniture operations leadership with the ability to build a profitable, scalable service offering. Key Responsibilities Build and execute the enterprise reverse logistics strategy, business case, organizational structure, staffing plan, operating budget, governance, and network rollout roadmap. Build standardized programs for furniture returns, inspection, grading, repair, refurbishment, re-boxing, resale, liquidation, recycling, and disposal. Design regional processing and disposition strategies that minimize freight and handling costs and maximize product recovery. Establish liquidation, secondary-market, refurbishing, recycling, and disposal partners; negotiate performance and commercial arrangements. Define RMS end-to-end business requirements for authorizations, receipt, condition assessment, disposition, repair, inventory status, recovery value, billing, and reporting. Lead process mapping, functional validation, user acceptance testing (UAT), training, change management, and business sign-off for RMS deployment. Partner with IT on integrations with WMS, customer systems, transportation, finance, and BI reporting. Partner with Sales and Finance to create service packages, rate structures, proposals, customer-specific programs, and profitability models. Directly lead returns operations and teams across participating facilities, including hiring, training, scheduling, labor productivity, performance management, quality, safety, and daily execution; coordinate with site warehouse leadership on shared resources and capacity. Recruit, coach, and develop site supervisors, associates, and future program leaders; establish clear reporting lines, escalation paths, performance expectations, and consistent SOPs across the network. Own labor planning, staffing models, operating costs, service levels, and site-level performance reviews for all managed reverse logistics programs. Travel: Up to 30% Performance Measures Return-to-disposition cycle time, staffing effectiveness, and labor productivity Program revenue, contribution margin, operating budget, labor cost, and cost per return Re-stockability, refurbishment success, and product recovery rates Liquidation recovery value, sell-through, and disposal diversion Inventory accuracy, customer satisfaction, RMS milestones, and adoption Required Qualifications 7+ years of progressive reverse logistics, returns, furniture operations, or related supply chain experience. Direct experience with furniture, home furnishings, or bulky goods is required. Proven experience launching or scaling returns and recovery programs, including refurbishment and liquidation. Knowledge of furniture damage assessment, inspection, repair, re-boxing, and disposition economics. Demonstrated people leadership, including hiring, building and managing operational teams, workforce planning, and multi-site performance accountability. Strong financial, commercial, project management, and cross-functional leadership s…

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