Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry- leading manufacturer and distributor of premium home improvement solutions.
Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation.
Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada.
With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada’s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg.
We are also proud to be the official jersey emblem partner of the New Orleans Pelicans and have forged strategic partnerships with USA Hockey and Habitat for Humanity. These partnerships reflect our passion for teamwork, excellence, and community involvement.
As our journey to becoming the preferred choice for premium home improvement solutions continues, we’re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.
The Manager, Returns & Claims Operations will lead resolution for complex, high-impact operational issues across returns, reverse logistics, and claims management. This role owns end-to-end exceptions handling, drives operational compliance, and partners with cross-functional departments to reduce cost and strengthen customer experience. A critical component of this role is the ability to analyze complex data sets, identify trends, and translate findings into clear, executive-ready insights — including regular presentations to the COO and senior leadership. The Manager, Returns & Claims Operations will leverage AI tools and modern analytics platforms to build automated dashboards, surface patterns in exceptions data, and drive continuous operational improvement.
ESSENTIAL DUTIES & RESPONSIBILITIES:
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Own end-to-end resolution of operational exceptions across returns and claims, ensuring timely and cost-effective outcomes.
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Act as an escalation point for high risk/customer critical issues.
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Develop frameworks to identify root causes and prevent repeat exceptions.
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Prepare and deliver executive-ready reporting and strategic recommendations to the COO and senior leadership; translate complex operational data into clear narratives that drive decision-making.
Return & Reverse Logistics:
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Oversee returns processing, disposition & recovery strategies.
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Partner with DCs and carriers to optimize reverse logistics flow.
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Drive cost reduction through improved return classification and recovery.
Claims Management:
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Lead freight, damage, loss and service claims from investigation through settlement.
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Ensure timely, accurate documentation and recovery.
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Partner with carriers to drive improvements and reduce financial exposure.
Data, Analytics & AI:
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Build and maintain automated exception tracking dashboards that provide real-time visibility into returns, claims, and financial exposure across the operation.
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Apply AI tools to identify patterns, anomalies, and root causes within exceptions data, translating findings into actionable recommendations that prevent recurrence and reduce cost.
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Generate executive-ready reports with minimal manual intervention, leveraging automation to ensure accuracy, consistency, and timely delivery to senior leadership.
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Present strategic and operational insights to the COO and Logistics Director on a regular cadence; communicate both the story behind the data and the recommended path forward with confidence and clarity.
REQUIREMENTS:
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10+ years of direct experience in North America ground transportation in a 3PL distribution and final-mile home delivery environment with field operation execution.
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Proficiency in visual dashboarding, database query design in SQL, and Tableau; demonstrated ability to leverage AI tools to automate reporting, uncover operational patterns, and drive efficiency
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Exceptional analytical skills with the ability to synthesize complex data into clear insights, develop strategic recommendations, and communicate findings effectively to executive audiences
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A genuine curiosity about AI and emerging technologies; proactively seeks out and applies AI tools to improve workflows, eliminate manual effort, and create operational efficiencies
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Bachelor’s degree or equivalent in a related field such as business, supply chain, logistics, data analytics
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Experience managing offshore teams
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Experience in Returns, reverse logistics, and claims management
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Home delivery experience is required
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Successful management experience including but not limited to leadership, motivational ability, time management, organizational skills, training, and coaching
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Attention to detail and a strong focus on quality and accuracy
TRAVEL REQUIREMENTS:
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Travel to North York, ON headquarters and/or travel to NewAge Distributions Centres in both Canada and the US for business needs.
NEWAGE OFFERS:
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Salary and bonus is based on experience and highly competitive for the right candidate.
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This is an existing vacancy and the base salary range for this position is $87,000 to $115,000 annually (CAD) at the time of the posting.
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Benefits Package
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An opportunity within a growing, fast-paced company, well established in its industry.
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Fun! We celebrate successes and hold special events to build strong teams.
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Our teams work under a remote-first Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.
HOW TO APPLY:
If you’re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying and will contact those who qualify for an interview. No phone calls please. Offers of employment are contingent on the successful completion of a thorough background check.
NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.
USE OF AI IN HIRING:
AI enabled tools may be used to support parts of the recruitment process. All hiring decisions are made by human reviewers.
