Defective Operations and Cost Optimization Manager

Job Summary

This role manages end‑to‑end local defective return operations, ensuring adherence to defined processes, performance metrics, and cost and recovery targets. Acting as the primary escalation point, it partners with cross‑functional teams, external stakeholders, and the RMA Control Tower to resolve gaps, accelerate repair closures, and maintain financial stability. It drives value creation through data‑driven performance management, operational reviews, waste reduction, and clear communication in governance forums.

Responsibilities

1. Serve as the primary escalation point for local RMA issues, driving timely resolution across internal teams, external partners, and the RMA Control Tower.

2. Manage end‑to‑end local RMA operations to ensure compliance with defined processes and achievement of KPIs, including inventory management, repair aging, and recovery performance.

3. Execute the RMA governance framework in line with established RACI, and represent operational performance, risks, and improvement plans in Control Tower and business review forums.

4. Collaborate with Logistics, Market, Defective Operation partners and repair team to resolve operational issues, close process gaps, and ensure service level adherence.

5. Drive data‑driven performance and recovery analysis to assess operational health, identify inefficiencies, and uncover waste reduction opportunities.

6. Partner with Finance and stakeholders to manage RMA‑related costs, highlight risks and opportunities, and drive cost reduction and recovery improvement initiatives.

7. Work with the RMA Control Tower and Repair teams to accelerate repair closures and improve recovery outcomes.

8. Lead operational reviews, track actions to closure, and continuously enhance end‑to‑end RMA processes to meet evolving business and country requirements

Education & Experience Recommended

1. Must possess a degree in Business/Supply Chain or related field

2. Typically, at least 5 years of working experience in a supply chain function, including RMA management.

3. Strong in project management process and preferably PMP certified.

Knowledge and

Skills

1. Fundamental understanding of end‑to‑end supply chain processes (Plan, Source, Make, Deliver), including warehouse operations.

2. Experience managing vendors and partners, including performance monitoring, cost control, and escalation management.

3. Working knowledge of SAP S/4HANA and Microsoft Office tools (especially Excel and PowerPoint) for data analysis and reporting.

4. Strong analytical skills with experience in developing Power BI and data analytics to identify trends, risks, and improvement opportunities.

5. Experience in handling defective computer parts, warranty processing, and recovery management.

6. Ability to collaborate effectively with cross‑regional internal teams and external stakeholders, with strong reporting and presentation skills.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.