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 consistency, compliance, audit readiness, and global process alignment.
• Establishes performance management frameworks, dashboards, and analytics capabilities that enable data-driven decision-making, operational transparency, and leadership reporting.
• Provides leadership in organizational development, including workforce planning, talent acquisition, coaching, succession planning, capability building, recognition programs, and employee engagement.
• Ensures compliance with corporate policies, financial controls, trade and regulatory requirements, audit standards, and governance processes applicable to returns, inventory, and customer operations.

Preferred Certifications
• Project Management Professional (PMP) Certification
• Certified Professional In Supply Management (Standards Organizations)

Knowledge & Skills
• Continuous Improvement Process
• Data Analysis
• Enterprise Resource Planning
• Finance
• Inventory Control
• Inventory Management
• Key Performance Indicators (KPIs)
• Lean Manufacturing
• Material Requirements Planning
• Materials Management
• Process Improvement
• Procurement
• Production Planning
• Purchasing
• SAP Applications
• Supply Chain
• Supply Chain Analysis
• Supply Chain Management
• Supply Chain Planning
• Warehousing

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts large functions and leads projects requiring knowledge of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve highly complex issues in creative and effective ways. May achieve goals through subordinate supervisors.

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.

Job -

Supply Chain & Operations

Schedule -

Full time

Shift -

First Shift (Mexico)

Travel -

25%

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"