Location: Remote- Eligible UK Locations

About the role and about You:

You will own execution of Zwift’s global reverse logistics operation—everything that happens after a return is initiated by a customer or partner. This includes returns processing, inspection, disposition, refurbishment, warranty routing, inventory recovery, and financial workflows across both direct-to-consumer (D2C) and business-to-business (B2B) channels.

Reverse logistics is one of the largest cost drivers in our hardware business—and a significant opportunity to improve margin, recover value, and enhance customer and partner experience. In this role, you will not just manage workflows; you will design, scale, and optimize them across both physical and financial flows.

You will focus on reducing cost, improving cycle time, and maximizing recovery across high-volume SKUs and regions.

Success is defined by a fast, cost-efficient, and scalable operation with strong recovery rates, minimal scrap, accurate financial execution, and end-to-end visibility at the unit level.

You are a hands-on operator who can turn ambiguity into scalable systems and deliver measurable results through partners, process, and data.

What you’ll do:

• 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

What we’re looking for:

• 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

Bonus points:

• 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

If Zwift determines in any stage of our interviews that any AI tools are being used without disclosure or citation, your candidacy will be disqualified.