Sr Returns Operations Manager

Williams‑Sonoma, Inc Supply Chain Overview

By managing resources responsibly, caring for our people, and uniting around our values, we lead our industry and are proud to be recognized for our continuous action and progress in the following areas:
Barron’s 100 Most Sustainable Companies;
Forbes Best Employers for Women and Diversity;
Newsweek’s Most Responsible Companies; and USA Today Customer Service Champions. These honors reflect that we are truly a people‑first organization.

• Over 4,000 Full‑Time Associates across the Supply Chain
• 14.5M square feet of small parcel, personalization, furniture, and manufacturing space in the domestic US, Williams‑Sonoma has developed an agile and capable distribution network consisting of:
  • Large package / furniture distribution centers located in Southern California, Northern California, Texas, Georgia, and New Jersey totaling 9.2M square feet plus another 1.2M square feet of standalone final‑mile furniture hubs.
• Small package eCommerce distribution centers located in Mississippi and Arizona totaling 3.2M square feet, consisting of over 1,000 full‑time associates and 1,500 seasonal/temporary associates in Mississippi
  • Sutter Street Manufacturing upholstery factories located in North Carolina and Mississippi totaling with over 1,400 full‑time employees producing approximately $900 million to $1 billion in sales of upholstered furniture.
• Transportation Department for Ocean, Air, Trucking, and Rail consisting of over 30 transportation professionals located in Memphis, TN
• 700 associates in our Sourcing offices in 10 countries in Asia and Europe including China, Vietnam, Singapore, India, Italy, and Turkey.

Location:

Olive Branch, MS

We are looking for an Sr Returns Operations Manager who has already led at scale, understands what top‑tier execution looks like, and is motivated to push an already high‑performing facility to the next level. This role is for a leader who combines operational rigor, people leadership, and strategic thinking with the ability to communicate clearly, make sound decisions quickly, and drive consistent execution in a fast‑moving environment.

• Own shift‑level performance across safety, service, quality, cost, and productivity.
• Maintain high performance standards across all functions, ensuring consistency with first‑shift execution.
• Make sound, real‑time decisions to keep the operation moving and resolve issues quickly and effectively.
• Ensure strong shift handoff discipline, operational continuity, and follow‑through on key priorities.
• Think critically in a fast‑paced environment where priorities, volume, and operational needs can shift quickly.
• Coach and develop front‑line leaders and high‑potential talent to build a strong internal leadership pipeline.
• Set clear direction, reinforce expectations, and align leaders around priorities and execution.
• Drive a culture of accountability, urgency, ownership, and follow‑through across the shift.
• Partner with HR and site leadership on succession planning and leadership development.
• Reinforce a People First environment grounded in respect, clarity, consistency, and performance expectations.
• Monitor performance closely and take immediate action to close gaps in productivity, quality, service, and cost.
• Lead and support continuous improvement efforts that strengthen execution, improve scalability, and remove operational friction.
• Identify root causes, challenge outdated processes, and implement better ways of working.
• Ensure strong inventory accuracy, process discipline, and operational consistency.
• Balance daily execution with longer‑term operational improvements.
• Manage labor, staffing, and workflow to align with volume, service needs, and operational demands.
• Scale the operation up or down quickly based on changing business conditions, seasonal peaks, and shifting priorities.
• Maintain strong command of WMS systems, labor planning, and operational data to guide decision‑making.
• Lead through variability and operational challenges with confidence, discipline, and sound judgment.
• Ensure the operation consistently meets service commitments and…