Associate Analyst, Returns - A&F

Job Description

The Returns, Fraud, and Abuse department is dedicated to safeguarding customer trust and business integrity. We are committed to efficiently managing returns, minimizing fraud losses, and preventing abuse of policies to ensure a fair and secure shopping experience for all customers. Through meticulous analysis, proactive strategies, and robust collaboration with stakeholders, we uphold the highest standards of transparency, accountability, and customer satisfaction.

Our goal is to protect the interests of both customers and the business, fostering long‑term relationships built on reliability and trust.

Located in Columbus, Ohio, the Returns Product Analyst will deliver insights on opportunities and performance across Digital Checkout and Returns experiences, and implement actions to improve them. The role will help reduce overall returns, increase efficiency, and optimize the customer experience.

• Support cross‑functional teams/process to drive execution against the Returns Roadmap initiatives
• Develop and drive improvement in the Total Cost of Returns, inclusive of OpEx and opportunity loss metrics
• Assume accountability for the DRE write‑off budget through policy enforcement and discovery/closure of new loss opportunities
• Support the monthly Returns Committee process to keep leaders informed and remove hurdles/make decisions
• Work with 3rd‑party tools/personnel to create reports and insights to reduce and optimize returns
• Support internal product‑facing teams to identify insights from reporting/data and turn those insights into action to reduce returns
• Act as an SME on how new features/operational issues impact returns
• Work with development teams (Squads) to identify high‑impact initiatives supporting Returns objectives and key results, ensuring deliverables are on time and on budget
• Collaborate closely with Supply Chain teams to ensure reverse logistics goals are met and operational impacts are addressed
• Collaborate closely with legal to ensure T&Cs are synced with changes to the returns experience and risks are known and mitigated

• Bachelor’s Degree or related experience
• Experience using dashboards such as PowerBI, Snowflake, or similar tools
• 3–5 years of digital product, digital transformation, retail industry, or related experience
• History of working collaboratively with cross‑functional teams, including technical, product, and analytics teams
• Experience creating successful business cases with adequate ROI for implementation
• Ability to manage multiple projects and prioritize according to business needs and industry trends
• Ability to communicate nuanced concepts appropriately for executive leadership

• Incentive bonus program
• 401(k) savings plan with company match
• Annual company‑wide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid caregiver leave
• Mobile stipend
• Paid time off and one paid volunteer day per year
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles and six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Merchandise discount on all brands
• Opportunities for career advancement, promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who celebrate you for being YOU!