Manager, Product Returns

Job Summary

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

The Manager also runs root-cause audits on recurring credit variances, fixing contract or master data errors at the source instead of correcting the same issue case by case, and partners with Finance, IT, and Master Data to close gaps before they resurface.

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

The Manager also runs root-cause audits on recurring credit variances, fixing contract or master data errors at the source instead of correcting the same issue case by case, and partners with Finance, IT, and Master Data to close gaps before they resurface.

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 commercial 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.
• Shapes the Customer
  
  Experience:
  
  Interprets complex commercial policies, resolves disputes, and manages reverse logistics to ensure a consistent and trusted customer journey.

• Lead Day-to-Day Operations:
  Own escalation governance for the returns desk and balance daily volumes and workload across the team.
• Develop & Lead the Team:
  Manage performance, growth, and workload for direct reports, setting clear goals, giving regular feedback, and building bench strength through coaching and development planning.
• 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, leading structured MBRs/QBRs and holding the vendor accountable to SLAs.
• Audit Financial Variances:
  Maintain full accountability for vendor‑reported metrics, and 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, and maintain accurate, complete transaction audit trails for internal reviews.
• Contribute to System Upgrades:
  Serve as the point of contact for product…