Defective Operations and Cost Optimization Manager

About the role

This role manages end-to-end local defective return operations, ensuring adherence to defined processes, performance metrics and cost and recovery targets. As the primary escalation point, it works with cross-functional teams, external stakeholders and the RMA Control Tower to resolve gaps, speed up repair closures and maintain financial stability, using data-driven performance management, operational reviews and waste reduction.

Key responsibilities

• Serve as the primary escalation point for local RMA issues, driving timely resolution across internal teams, external partners and the RMA Control Tower.
• Manage end-to-end local RMA operations so that processes are followed and KPIs such as inventory management, repair aging and recovery performance are met.
• Execute the RMA governance framework according to the RACI and report performance, risks and improvement plans in Control Tower and business review forums.
• Work with Logistics, Market, Defective Operation partners and the repair team to close process gaps and meet service levels.
• Analyse performance and recovery data to find inefficiencies and waste reduction opportunities.
• Partner with Finance on RMA-related costs, risks and opportunities, and drive cost reduction and recovery improvement.
• Accelerate repair closures with the RMA Control Tower and Repair teams, and lead operational reviews to continuously improve RMA processes.

Required profile

• Degree in Business, Supply Chain or a related field.
• At least 5 years of experience in a supply chain function, including RMA management.
• Strong project management process, preferably PMP certified.
• Experience managing vendors and partners, including performance monitoring, cost control and escalation.
• Experience with defective computer parts, warranty processing and recovery management.

Required skills

• Fundamental understanding of end-to-end supply chain processes (Plan, Source, Make, Deliver) and warehouse operations.
• Working knowledge of SAP S/4HANA and Microsoft Office tools, especially Excel and PowerPoint.
• Power BI and data analytics to identify trends, risks and improvement opportunities.
• Strong analytical, reporting and presentation skills.