Manager, Product Returns

Job Summary

The Manager, Product Returnsleads day-to-day operations, compliance governance, and financial reconciliation for the product returns ecosystem. As part of an integrated Customer Operations team (Master Data, Order Management, Returns, and Chargebacks), this role balances daily volumes, resolves escalations, and directly supervises a team of analysts. Serving as a key gatekeeper of Gross-to-Net (GTN) accuracy, the role ensures commercial policies, contract terms, and internal controls are consistently and accurately executed.

The Customer Operations team protects contract integrity, prevents revenue leakage, and ensures transactional data precision across the order-to-cash lifecycle. Operating as a single, connected unit covering Returns, Chargebacks, Order Management, and Customer Master Data, the team:

• Secures Revenue:
  Validates, audits, and settles commercial transactions in alignment with institutional and government contracts.
• Advances Customer-Centric Operations:
  Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment.
• Drives System Integrity:
  Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization.
• Champions the Customer
  
  Experience:
  
  Navigates the complexities of customer operations, dispute resolution, and reverse logistics to deliver consistent, compliant, and customer-focused outcomes.

• Lead the Desk:
  Supervise, coach, and develop direct reports; manage performance metrics, balance workload, and oversee the escalation governance.
• Own the Product Returns Lifecycle:
  
  Oversee validation, reconciliation, and disposition of product returns (return, replacement, or destruction), ensuring accurate financial and inventory outcomes.
• Govern Vendor Performance:
  
  Serve as primary business owner for the third-party reverse logistics vendor; lead structured MBRs/QBRs and enforce strict SLA accountability.
• Audit Financial Variances:
  
  Maintain ultimate accountability for vendor-reported metrics; run root-cause audits on credit variances to fix contract or master data errors at the source.
• Secure Close & Audit Readiness:
  
  Partner with Corporate Finance to hit tight month-end and quarter-end close windows; maintain spotless transaction audit trails for internal reviews.
• Support System Tech Upgrades:
  
  Act as the operational voice for product returns on cross-functional IT projects, assisting with test cases, execution scripts, and SAP/Model N system validation.

• 5+ years of commercial operations, contract management, or supply chain experience within a regulated pharmaceutical or healthcare manufacturing environment.
• Proven experience managing professional staff, tracking operational queues, and guiding individual performance cycles.
• The ability to generate deep data insights from complex transaction logs and transform raw numbers into clear, practical recommendations for leadership.
• Hands-on experience navigatingSAPandModel Ninfrastructures, with the capability to write targeted data queries and trace system exceptions.
• Bachelor’s degree in business, Finance, Supply Chain, or a related field.

• A Strategic Thinker:
  Looks beyond daily transactions to identify macro trends, connecting upstream behaviors to downstream financial outcomes.
• A Clear Communicator:
  Articulates complex contract rules, enforces policy compliance, and resolves external account disputes with confidence.
• A Pragmatic Problem Solver:
  Navigates both vendor governance and detailed data auditing, performing effectively in fast-paced, high-volume environments.
• A Collaborative Partner:
  Builds strong cross-functional…