Job Summary

The Manager, Product Returns leads day-to-day operations, compliance governance, and financial reconciliation for the product returns ecosystem. As part of an integrated Customer Operations team (Master Data, Order Management, Returns, and Chargebacks), this role balances daily volumes, resolves escalations, and directly supervises a team of analysts. Serving as a key gatekeeper of Gross-to-Net (GTN) accuracy, the role ensures commercial policies, contract terms, and internal controls are consistently and accurately executed.

What the Customer Operations Team Does

The Customer Operations team protects contract integrity, prevents revenue leakage, and ensures transactional data precision across the order-to-cash lifecycle. Operating as a single, connected unit covering Returns, Chargebacks, Order Management, and Customer Master Data, the team:
• Secures Revenue: Validates, audits, and settles commercial transactions in alignment with institutional and government contracts.
• Advances Customer-Centric Operations: Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment.
• Drives System Integrity: Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization.
• Champions the Customer Experience: Navigates the complexities of customer operations, dispute resolution, and reverse logistics to deliver consistent, compliant, and customer-focused outcomes.

What You'll Do
• Lead the Desk: Supervise, coach, and develop direct reports; manage performance metrics, balance workload, and oversee the escalation governance.
• Own the Product Returns Lifecycle: Oversee validation, reconciliation, and disposition of product returns (return, replacement, or destruction), ensuring accurate financial and inventory outcomes.
• Govern Vendor Performance: Serve as primary business owner for the third-party reverse logistics vendor; lead structured MBRs/QBRs and enforce strict SLA accountability.
• Audit Financial Variances: Maintain ultimate accountability for vendor-reported metrics; run root-cause audits on credit variances to fix contract or master data errors at the source.
• Secure Close & Audit Readiness: Partner with Corporate Finance to hit tight month-end and quarter-end close windows; maintain spotless transaction audit trails for internal reviews.
• Support System Tech Upgrades: Act as the operational voice for product returns on cross-functional IT projects, assisting with test cases, execution scripts, and SAP/Model N system validation.

What You Bring
• 5+ years of commercial operations, contract management, or supply chain experience within a regulated pharmaceutical or healthcare manufacturing environment.
• Proven experience managing professional staff, tracking operational queues, and guiding individual performance cycles.
• The ability to generate deep data insights from complex transaction logs and transform raw numbers into clear, practical recommendations for leadership.
• Hands-on experience navigating SAP and Model N infrastructures, with the capability to write targeted data queries and trace system exceptions.
• Bachelor's degree in business, Finance, Supply Chain, or a related field.

Who You Are

• A Strategic Thinker: Looks beyond daily transactions to identify macro trends, connecting upstream behaviors to downstream financial outcomes.
• A Clear Communicator: Articulates complex contract rules, enforces policy compliance, and resolves external account disputes with confidence.
• A Pragmatic Problem Solver: Navigates both vendor governance and detailed data auditing, performing effectively in fast-paced, high-volume environments.
• A Collaborative Partner: Builds strong cross-functional relationships, serving as a trusted bridge across Finance, Logistics, Sales, and Audit.Responsibilities:

• Manages 24/7 customer support operations to ensure a high level of customer satisfaction
• Allocates work and manages processes for order entry, chargebacks and shipment scheduling
• Communicates to internal and external customers concerning product availability
• Contributes to strategies and recommendations for improving processes, efficiency and practices
• Develops and implements process improvement plans

Qualifications:
• Bachelor degree or equivalent in business, communications or related discipline
• 5-7 years' experience in customer service or related field
• Demonstrated leadership/ team building experience
• Microsoft Office and strong Excel skills required
• SAP, Model N, and experience in the pharmaceutical, biotech or healthcare industry preferred

Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.

Our Benefits

For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.

You Belong at CSL

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.

To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging

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