Tech-Driven Returns: Optoro's Amena Ali on Optimizing Reverse Logistics

eCom Logistics Podcast

ABOUT THE GUEST

Amena Ali is the CEO of Optoro, a leader in reverse logistics technology. With a career that spans over 25 years, she has held pivotal roles in companies like MCI, Bain & Company, and several software firms. At Optoro, Amena leads the charge in tackling the multi-billion-dollar returns problem, working with major retailers such as Gap and Best Buy. Her expertise in product marketing, finance, and business development makes her a thought leader in logistics innovation, helping retailers and brands optimize their return management systems for better customer experiences and sustainability.

HIGHLIGHTS

[00:01:30] – Growing returns problem and its environmental impact.

[00:02:30] – The surge in return rates since the pandemic and the need for retailers to adapt.

[00:04:00] – Amena's career journey.

[00:08:47] – Returns Management System (RMS).

[00:14:58] – The "art and science of dispositioning".

[00:27:30] – The role of AI, robotics, and data science in reducing return processing costs.

[00:36:30] – Addressing fraud and authenticity with data capture and blockchain technology.

QUOTES:

[00:01:31] – "The trends are pretty stark since the pandemic. Returns are up 3.5x, with rates as high as 30% for some goods. It’s a monumental problem that’s not going away." – Amena Ali

[00:02:30] – "We need to come up with a win-win-win solution: a win for shoppers, retailers, and the environment." – Amena Ali

[00:06:09] – "Work-life balance isn’t the goal anymore; it’s about finding a sustainable work-life integration." – Amena Ali

[00:14:58] – "Returns are two to three times more labor-intensive than forward logistics. The longer it takes to process, the more you lose in recovery." – Amena Ali

[00:36:37] – "You need data to spot who’s a trustworthy shopper and who isn’t." – Amena Ali

FIND MORE ABOUT THE GUEST:

Website: Optoro

LinkedIn: Amena Ali

White Paper: WMS vs RMS: A Guide to Return Management