Sr. Global Return Operations Manager

The Sr. Global Return Operations Manager is responsible for overseeing Philips' Service Parts Supply Chain (SPS) return warehouse operations globally. This includes managing 3rd party providers, monitoring KPIs, controlling costs, and handling global reverse processes for Goods-in-Transit and Problem Receipt Returns. The role involves leading a global reverse exception management team, directing BPO partners, and driving continuous process improvements using Lean methodologies to ensure timely and accurate part delivery for healthcare equipment.

Must Have

• Management of SPS 3rd party providers for all Return warehouse operations.
• Manage and monitor contractual and non-contractual KPI’s with SPS 3rd party provider for Return warehouse operations.
• Responsible for cost of Return warehouse operations and all quality related controls.
• Managing the Global Reverse Processes for Goods-in-Transit (GIT) Field Inventory and Problem Receipt Returns (PRRs).
• Owner of all Return process related Quality Management System (QMS) documents.
• Leading the Global Reverse Exception management team (6 FTE) across 3 locations.
• Managing and directing the performance, organization and process improvements of our Business Process Outsourcing (BPO) partner for Reverse processes in India.
• Minimum bachelor’s degree in supply chain, operations or economics.
• Minimum 10 years of experience in Logistics or Supply Chain environment.
• Knowledge of reverse logistics, returns management, circular economy and refurbishment.
• Experience in leading a (global) team with direct reporting lines.
• Experience in managing outsourced 3PL warehouse operations.
• Proven track record in designing global processes and process improvements in global supply chains.
• Strong analytical skills; ability to translate data insights into improvement initiatives.

Good to Have

• Collaborate with the regional SPS teams on improving returned part hand-over processes.
• Co-own the performance of the upstream reverse supply chain processes.
• Apply Lean thinking to continuously improve processes.
• Contribute to implementing the strategic reverse supply chain vision.
• Coach team members, providing training, identifying career ambitions.
• Skill set to Inspire teams, fostering collaboration, and maintaining positive morale.
• Knowledge of Lean, Six Sigma.
• Knowledge of SAP, Service Max.
• Results driven, fast learner and known about taking ownership.
• Proven ability to build and maintain effective working relationships across functions and organizations.
• Excellent interpersonal skills and a collaborative management style.

The primary responsibility of the Service Parts Supply Chain (SPS) is to serve patients, clinicians and engineers who rely on healthcare equipment that works. The key purpose is to provide them with the right part when and where they need it – every time.

Your role:

• Management of SPS 3rd party providers for all Return warehouse operations (aka Blue rooms)
• Manage and monitor contractual and non-contractual KPI’s with SPS 3rd party provider for Return warehouse operations (Blue rooms)
• Responsible for cost of Return warehouse operations and all quality related controls
• Managing the Global Reverse Processes for Goods-in-Transit (GIT) Field Inventory and Problem Receipt Returns (PRRs)
• Collaborate with the regional SPS teams on improving returned part hand-over processes from the field to SPS network
• Owner of all Return process related Quality Management System (QMS) documents
• Co-own the performance of the upstream reverse supply chain processes; Blue room to Blue room airfreight, Defective on shelf management, Blue room to repair vendor.
• Leading the Global Reverse Exception management team (6 FTE) across 3 locations; Nashville (US), Best (NL) and Singapore
• Managing and directing the performance, organization and process improvements of our Business Process Outsourcing (BPO) partner for Reverse processes in India
• Apply Lean thinking to continuously improve processes in the reverse supply chain, in particular in the area of reverse exception management, GIT and return warehouse operations
• Contribute to implementing the strategic reverse supply chain vision and breakthrough improvements
• Coach team members, providing training, identifying career ambitions, and helping individuals overcome challenges to develop their skills and potential.

You're the right fit if:

• Minimum bachelor’s degree in supply chain, operations or economics
• Minimum 10 years of experience in Logistics or Supply Chain environment,
• Knowledge of reverse logistics, returns management, circular economy and refurbishment
• Experience in leading a (global) team with direct reporting lines
• Skill set to Inspire teams, fostering collaboration, and maintaining positive morale.
• Experience in managing outsourced 3PL warehouse operations – strong preference for return warehouse operations.
• Knowledge of Lean, Six Sigma is preferred
• Knowledge of SAP, Service Max is preferred
• Proven track record in designing global processes and process improvements in global supply chains
• Strong analytical skills; ability to translate data insights into improvement initiatives
• Be Results driven, a fast learner and known about taking ownership
• Proven ability to build and maintain effective working relationships across functions and organizations
• Excellent interpersonal skills and a collaborative management style

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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