Manager Claims and Returns

Job Description

As the Manager Claims and Returns , you will play a central role in driving operational excellence cross-functionally. You will be responsible for minimizing fines, resolving claims, and optimizing returns processes.

You will collaborate closely with key stakeholders to identify and address the root causes of claims and returns, analyzing data to uncover trends and patterns and championing the resolution of these issues.

As a key member of the Operations team, you will focus on driving process improvements and promoting best practices within the team to enhance efficiency and effectiveness

This role requires a strong analytical mindset, effective cross-functional collaboration, and a proactive focus on continuous improvement. You will partner closely with Sales, Operations, Legal, Finance, and Customer Service teams to deliver results and streamline critical business processes.

Key Responsibilities

• Lead Claims Management

Own and drive the strategy for managing customer, vendor, and related claims. Champion continuous improvement and accountability to minimize claims impact and support overall business objectives.

Track and resolve fines related to logistics, transportation, and retailer requirement compliance. Collaborate with Legal, Compliance, and Operations teams to investigate root causes and implement corrective actions.

Monitor and report on key operational KPIs such as short payments, claim resolution times, fine frequency, return rates, and cost-to-serve. Provide actionable insights to improve efficiency and reduce risks.

Manage the returns lifecycle across all channels, ensuring efficient processing, accurate reconciliation, and alignment with inventory and customer service strategies.

Identify and lead initiatives to streamline claims, fines, and returns workflows. Leverage automation and data analytics to enhance scalability and reduce manual effort

Work closely with cross-functional teams on product launches, policy updates, and customer transitions to ensure claims and returns processes align with broader business goals.

Use analytics to identify trends, mitigate risks, and improve overall operational health. Promote transparency and accountability with internal and external stakeholders.

Regularly update senior management and cross-functional stakeholders on key issues, progress, and outcomes related to claims and returns.

Qualifications

A Quick Note Before You Apply…

This role is in-office at least 3 days per week.

We believe that real collaboration, innovation, and culture are built face-to-face. If you’re energized by working alongside smart, kind, creative people—and enjoy those unplanned hallway conversations that spark great ideas—you’ll love it here.

If you’re looking for a fully remote role, this likely isn’t the right time or place. But if you’re excited by challenge, purpose, and building something better, we’d love to hear from you.

Let’s make something amazing—together.

Additional Information

We’ve got you covered

At Cricut, we take care of our people. Enjoy competitive Medical, Dental, and Vision coverage, a 401(k) match, generous PTO, and a yearly lifestyle stipend to support your wellness and passions. You'll also get exclusive employee discounts—and best of all, you’ll be surrounded by some of the most talented and creative individuals out there.

Cricut is in a powerful chapter of transformation. We’re evolving fast—refining our strategy, growing our teams, and raising the bar across the board. This is an incredible opportunity for the right kind of person—but it’s not for everyone.

We’re looking for  A-players —people who don’t just meet expectations, but consistently exceed them. If you thrive in dynamic environments and find joy in turning challenges into momentum, keep reading.

Here’s what makes someone a great fit for this role (and for this moment at Cricut) :

You have a bias for urgency.

You don’t wait for perfect clarity to take action—you start, learn, and adjust. You believe that speed matters, especially when paired with thoughtfulness. You ask : “What can move forward today?” and push past inertia.

You set high standards—especially for yourself.

You’re proud of your work and protective of your reputation. You take ownership, deliver quality, and don’t cut corners. You hold yourself accountable without waiting to be asked.

You stay focused when things are moving fast.

You can identify what really matters and don’t get distracted by noise. You prioritize well and manage your time wisely.

You collaborate like a pro.

You elevate the people around you, communicate clearly, and give thoughtful feedback. You’re low ego, high output—and your team loves working with you.

What to Do Next :

Please attach your resume, cover letter and / or include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information.

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.