Senior Manager North America Physical Claims
Description -
Job Description
- Provides strategic leadership for North America Returns, ensuring alignment between customer experience, operational performance, inventory management, sustainability objectives, and financial goals.
- Leads a multidisciplinary organization of individual contributors responsible for returns operations, forecasting, analytics, customer support, process governance, and operational excellence initiatives.
- Owns the operational performance of the returns business, establishing goals and driving improvements across key metrics including turnaround time (TAT), return rates, inventory health, customer satisfaction, forecast accuracy, backlog reduction, and financial recovery.
- Builds and maintains strategic relationships with customers, distributors, retailers, and internal stakeholders to ensure effective execution and service delivery.
- Leads cross-functional governance forums involving Supply Chain, Finance, Logistics, Category, Sales Operations, Customer Operations, Remarketing,



and Digital teams to resolve operational risks and drive business outcomes.
- Acts as the primary escalation and decision authority for complex customer issues, operational exceptions, inventory challenges, partner disputes, and process failures impacting customer satisfaction or financial performance.
- Drives continuous improvement, automation, and digital transformation initiatives that enhance customer experience, reduce operational costs, improve productivity, and increase process scalability across the returns ecosystem.
- Represents the North America Returns organization in regional and worldwide governance, process ownership, policy development, and transformation programs, ensuring business requirements are incorporated into enterprise solutions.
- Sponsors the development, standardization, and governance of end-to-end returns processes, operating procedures, controls, and documentation to ensure consistenc

📌 Senior Manager North America Physical Claims (San Pedro Tlaquepaque)
🏢 HP..
📍 San Pedro Tlaquepaque